Customer Success Manager

SMB, Customer Success Manager

Chicago, IL

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 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. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.

$63,680 - $93,600 USD

The total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado.

$79,600 - $117,000 USD

About DoorDash

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 usersfrom Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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: