Client Success Manager, Scale, DoorDash for Business

About DoorDash

Our mission is to promote growth in local economies by building connections with businesses across the nation and expanding access to the DoorDash platform. The DoorDash for Business Client Success Team drives product adoption, usage, and expansion across our longtail unmanaged customers with a focus on onboarding and new use-case development. Our team is client facing while also leveraging a one-to-many, tech-touch model: lifecycle campaigns, group training, and automation, leveraging customer signals. The goal is to accelerate product stickiness and unlock growth at scale.

Client Success is a great place to build both hard and soft skills, including consultative product expertise, data-driven decision making, and cross-functional collaboration, as the link between what customers need and what we build.

About the Role

Scaled Client Success Managers own product adoption, education, and onboarding for a pooled segment of our longtail unmanaged customers in North America. You'll be a proactive, solutions-oriented partner who delivers enablement and activation at scale through digital-first programs and remaining client facing while you introduce new products and features and help customers get more out of the ones they already use.

Reporting to the Manager, Client Success, you'll partner with S&O (Strategy & Operations), Analytics, and Product to turn insights into programs that unlock value across a large book of customers.

We're making a big bet that there's significant untapped potential in our self-service accounts. As part of a growing team, you'll help refine and scale our customer onboarding and activation motion while growing alongside the function.

You're excited about this opportunity because you will

• Support a pooled segment of customers through a one-to-many model, prioritizing outreach by signal rather than account by account
• Own customer education and onboarding programs at scale: group training sessions, email campaigns, and lifecycle communications
• Become an expert in the DoorDash for Business suite of products and drive adoption through targeted, repeatable plays
• Lead customer conversations that review a customer's program, diagnose gaps, and prescribe next steps, including new products, new use cases, or increased usage
• Use data to spot signals of product growth, diagnose activation bottlenecks, and turn them into data-backed recommendations
• Test and iterate on campaigns and digital touchpoints, measuring what moves adoption

We're excited about you because you

• Minimum 2 years of experience in digital customer success, consultative sales or product operations
• Can identify whitespace within complex customer organizations and translate customer needs into scalable product opportunities.
• Have proven capability to thrive in an ambiguous environment.
• Are an effective communicator, both verbally and in writing.
• Have the ability to analyze, pull, and coordinate data across multiple sources.
• Have the ability to learn independently and juggle multiple priorities.
• Proactively inform teams of your workflow and raise your hand for special projects.
• Actively seek guidance from peers and cross-functional partners, and both ask for and action feedback.
• Know how to take broad challenges or opportunities and turn them into actionable projects with clear milestones and goals, with minimal guidance.
• Have experience in food delivery and/or at a SaaS company.

Our Commitment to Diversity and Inclusion

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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We used 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 provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash.