SMB, Customer Success Manager

About the Team The Customer Success Team at DoorDash's In-Store division is the heartbeat of our customers. We are a diverse, global team working to help our customers meet 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. The passion we have for our In-Store mission makes it easy to be obsessed with our customers. About the Role We are looking for a Customer Success Specialist (CSS) to drive customer adoption and retention at scale across a large portfolio of SMB customers. This role focuses on delivering high-quality, tech-enabled engagement across the customer lifecycle, ensuring customers realize value from our platform through efficient and repeatable motions. You’re excited about this opportunity because you will… Manage a High-Volume Book of Business. Own a large portfolio of customers, ensuring strong health and adoption through primarily scaled and digital engagement (email, virtual touchpoints, and automated programs). Drive Adoption and Retention at Scale. Execute repeatable success motions across onboarding, product adoption, and ongoing engagement to achieve gross and net retention targets while identifying upsell opportunities to pass to Account Management. Deliver Efficient Customer Experiences. Provide lightweight success plans, business reviews, and proactive outreach that drive customer outcomes through efficient, tech-enabled approaches. Leverage Data to Drive Outcomes. Maintain data integrity across your portfolio, track key metrics such as ROI and product usage, and take action to mitigate risk and improve customer health at scale. Build Product Expertise. Develop deep knowledge of our In-Store platform to deliver technical and business solutions that help customers adopt and optimize effectively. Collaborate to Improve Scale. Partner with cross-functional teams to enhance processes, tools, and programs that improve the scaled customer experience and drive consistent outcomes. We’re excited about you because… You have 2+ years of experience working in a Customer Success, Account Management, or similar customer-facing role with strong verbal and written communication skills. You have experience managing a large book of business or high volume of customers, and are comfortable prioritizing effectively in a fast-paced environment. You are highly organized and operationally minded, with the ability to execute consistently using tools, processes, and playbooks. You are data-driven, with the ability to interpret customer metrics and translate insights into action at scale. You are passionate about helping customers succeed and have a natural curiosity for understanding business challenges and solving problems. You thrive in collaborative environments and can work seamlessly with cross-functional teams while maintaining focus on customer-centric outcomes. Prior experience working in the hospitality or restaurant industry is a strong plus. 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 lif…