Strategic Customer Success Manager

Strategic Customer Success Manager

Our Strategic Customer Success Team is part of DoorDash's In-Store business unit, focused on ensuring the long-term success of some of our largest customers in APAC. Our team is passionate about bringing skills as consultants, business analysts, project managers, SevenRooms advocates, and customer success professionals with a high level of curiosity about all things tech and hospitality. We're resourceful, tenacious, and effective team players who approach our work with humility, integrity, and a desire for continuous growth, motivated by our clients' happiness and providing solutions that improve retention and make their lives easier.

About the Role

As a Strategic Customer Success Manager, you'll help ensure the long-term success of some of our largest customers while acting as a leader and mentor to your team, supporting new hire interviews, onboarding and long term mentorship. You'll be a trusted advisor and educator, using your natural curiosity to understand not only how features work, but why, while being intrigued by operations and logistics to solve the next puzzle. This role requires 25% travel and is perfect for someone who wants to be part of an awesome and hardworking software startup changing the world of hospitality.

You're Excited About This Opportunity Because You Will…

• Lead customer value realization by understanding customer KPIs. Become a trusted advisor and lead account strategy through defined implementation & onboarding processes.
• Act as a customer champion and advocate. Ensure customer needs are communicated to executive teams while anticipating future needs and attending industry conferences as a SevenRooms advocate.
• Monitor account performance and utilization using data to track key metrics. Plan and lead strategic on-sites with enterprise partners to maintain high engagement.
• Help create workflows and run internal processes. Increase efficiency in communications with partners across email and phone channels.
• Collaborate cross-functionally with internal teams. Prioritize new deliverables and methods based on evolving customer needs.

We're Excited About You Because…

• You have substantial experience in challenging, customer-facing roles, ideally within B2B & SaaS space, with proven experience working with the SevenRooms platform
• You have proven experience in Customer Success or Account Management roles with the ability to articulate value propositions through phone, email, video conference, and in-person meetings
• You have technical aptitude and understanding of hospitality software with prior experience working with Sales, Product, and Engineering teams
• You have proven ability to lead project planning and management of cross-functional projects with exceptional client-facing oral and presentation skills
• You can communicate, present and influence credibly at all levels including executive and C-level, with a genuine desire to work in the hospitality space servicing operators

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

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. If you need any accommodations, please inform your recruiting contact upon initial connection.