Senior Customer Success Manager

About the Team The Customer Success Team is part of DoorDash's In-Store Business Unit and serves as the heartbeat of our customers. We are a diverse, global team working to help our customers meet and exceed their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans who are passionate about supporting the hospitality industry. About the Role We are looking for a Senior Customer Success Manager (Senior CSM) to drive strategic partnership, retention, and growth across a portfolio of our highest-value and complex SMB customers. This is a high-touch, relationship-driven role focused on delivering measurable business outcomes across the full customer lifecycle, including onboarding, adoption, renewal, and expansion. As a Senior CSM, you will operate as a trusted advisor to key stakeholders, partnering closely with Account Management to drive long-term customer success and revenue growth. You’re excited about this opportunity because you will… Own a High-Value Book of Business. Manage a tailored, high-value portfolio of customers in key strategic markets, delivering deep, high-touch engagement to drive strong customer health, retention, and expansion. Drive End-to-End Customer Outcomes. Own the full customer lifecycle—from onboarding and adoption through renewal and growth—ensuring customers realize measurable ROI and long-term value from our platform. Lead High-Impact Customer Engagement. Develop and execute tailored account strategies, including leading high-impact business reviews and planning sessions with senior and executive stakeholders. Act as a Trusted Advisor. Build deep relationships with key decision-makers, providing strategic guidance that influences customer business outcomes and long-term success. Partner Closely with Account Management. Collaborate in a highly integrated way with Account Managers to drive expansion opportunities, co-own growth strategy, and deliver a seamless customer experience. Leverage Data to Drive Business Impact. Analyze customer performance, ROI, and product adoption to proactively identify risks and opportunities, and drive data-informed recommendations at both the account and portfolio level. Influence Cross-Functional Strategy. Surface insights from your portfolio to inform product, go-to-market, and customer experience improvements, acting as a voice of the customer internally. We’re excited about you because… You have 5+ years of experience working in Customer Success, Account Management, or a similar customer-facing role with strong verbal and written communication skills. You have experience managing a portfolio of customers with varying levels of complexity, and can balance efficiency with personalization. You are comfortable building relationships with stakeholders and can…