Strategic Customer Success Manager
DoorDash
Job description
About the Team The Outside Account Management team at DoorDash partners with restaurant merchants to help them grow simply and profitable on the platform. Our mission is to support merchants throughout their journey – ensuring a positive experience while also helping them unlock meaningful growth opportunities. We work closely with merchants to understand their goals, solve operational challenges, and recommend growth strategies that fit their business – balancing thoughtful partnership with commercial impact. About the Role As a Strategic Partner Manager II (SPM), you will own and grow relationships with a portfolio of SMB restaurant partners, operating with a high degree of autonomy and strategic judgment. You’ll lead complex, high-impact partnerships focused on driving long-term growth, profitability, and retention for merchants on the DoorDash platform. In this role, you’ll move beyond day-to-day account management to guide more strategic merchant conversations—helping partners think holistically about growth, operations, and how to scale their business with DoorDash. You’ll proactively adapt account plans as opportunities and challenges emerge, identify and address risks early, and consistently drive measurable outcomes across your book of business. Beyond your own accounts, you’ll play an influential role across the team — serving as a voice of the merchant internally, shaping cross-functional initiatives, and sharing best practices that elevate how DoorDash partners with restaurants at scale. You’ll report to a regional manager within Outside Account Management. We expect this role to be flexible, with time split between traveling to merchants and additional flexibility to work remotely from home or a DoorDash office. You’re excited about this opportunity because you will… Own and grow strategic partnerships: Manage a portfolio of SMB restaurant partners, consistently driving measurable growth, retention, and satisfaction Lead advanced merchant strategy: Conduct high-impact business reviews focused on larger-scale growth strategies, profitability, and long-term success Operate autonomously: Proactively adjust account plans and growth strategies as merchant needs, performance, and market conditions evolve Identify and mitigate risk: Anticipate detractors, address challenges early, and implement solutions to protect merchant health and performance Drive expansion and optimization: Recommend and sell DoorDash products that support merchant growth, efficiency, and brand perception Influence cross-functionally: Partner with Product, Operations, Sales, and other teams—driving action and outcomes without relying on manager escalation Represent the merchant internally: Surface meaningful merchant insights each quarter to inform product improvements, GTM strategy, and internal initiatives Elevate the team: Share best practices, provide feedback on decks and negotiation strategy, and support the development of Partner Managers We’re excited about you because you have… 4+ years of experience in account management, customer success, or post-sales roles with increasing scope and autonomy Proven track record of driving measurable growth and retention across the majority of a book of business Strong executive presence with the ability to command a room, influence without authority, and deliver compelling presentations Deep understanding of the restaurant and hospitality industry, including merchant P&L and unit economics Advanced analytical skills, including maintaining complex spreadsheets and performing data analysis using tools such as Salesforce, Outreach, Tableau, or Sigma Strong knowledge of third-party delivery platforms, logistics, and multi-sided marketplaces Ability to synthesize data, industry trends, and merchant insights into clear, actionable recommendations Collaborative mindset with experience serving as a trusted partner and informal mentor within a team Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Compensation Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location. In addition to base salary, the compensation for this role includes opportunities for sales commission. Talk to your recruiter for more information. DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here. See below for paid time off details: For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year. For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g.
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