**Experienced Customer Success Manager – SMB Merchant Partnership Development and Growth**

About the Team

At DoorDash, our Inside Account Management team is dedicated to driving the retention, satisfaction, and growth of our Small to Medium-sized Business (SMB) merchant partners. As a team of sales, account management, and solutions professionals predominantly located in Phoenix, AZ, we are passionate about cultivating strong relationships with our merchant partners and helping them achieve their business goals through a successful partnership with DoorDash.

About the Role

We are seeking an experienced Customer Success Manager to join our Inside Account Management team. As a key member of our team, you will be responsible for the long-term retention, engagement, and overall satisfaction of our SMB merchant partners. You will cultivate our relationships with business owners, helping them craft a successful partnership with DoorDash through a broad scope of responsibilities, including: * Holding periodic business check-ins to understand their needs and goals * Making operational improvements to enhance their experience with DoorDash * Troubleshooting product-related bugs and issues * Recommending marketing strategies to drive revenue growth * Ensuring high levels of satisfaction and retention on a book of accounts

Key Responsibilities

As a Customer Success Manager, you will be responsible for the following key responsibilities: * Make outbound dials to existing merchants from your book of business (200+ accounts) to upsell them on DoorDash products and marketing spend * Establish goals and key performance indicators for current DoorDash partners (SMB restaurant merchants) * Advise business owners on promotions and spending to achieve their revenue goals * Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals * Deliver and present quarterly business reviews ("QBR") that review a brand's partnership with DoorDash, pinpointing success, highlighting areas for revenue optimizations, and planning for areas of opportunity and growth * Reduce churn, while identifying and supporting new store expansions * Collaborate with internal growth teams to identify the best products to pitch to merchants * Ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessity

Essential Qualifications

We are looking for a highly motivated and experienced Customer Success Manager who possesses the following essential qualifications: * 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption * 1+ years of experience in sales, preferably outbound dials * 1+ years of experience in business operations or related setting * Experience in prior sales, account management, portfolio management, or related roles * Experience using Salesforce or similar CRM tools * Proficiency in using Google Sheets or Microsoft Excel (can maintain complex spreadsheets) on an intermediate to proficient level * Demonstrated empathy with customer needs and adaptability to meet their unique goals

Preferred Qualifications

While not required, the following qualifications are highly preferred: * Experience working with SMB merchant partners in the food delivery or logistics industry * Knowledge of DoorDash's products and services * Experience with data analysis and reporting * Strong communication and presentation skills * Ability to work in a fast-paced environment and prioritize multiple tasks and projects

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 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.

Career Growth Opportunities and Learning Benefits

As a Customer Success Manager at DoorDash, you will have the opportunity to: * Work with a talented team of professionals who are passionate about driving growth and innovation * Develop your skills and expertise in sales, account management, and customer success * Collaborate with internal growth teams to identify new business opportunities and drive revenue growth * Participate in ongoing training and development programs to enhance your skills and knowledge * Take ownership of your career and make meaningful contributions to the company's growth and success

Work Environment and Company Culture

At DoorDash, we value a diverse and inclusive work environment that promotes collaboration, creativity, and innovation. Our company culture is built on the following core values: * Empowerment: We empower our team members to make decisions and take ownership of their work * Innovation: We encourage experimentation and innovation to drive growth and improvement * Collaboration: We believe in the power of collaboration and teamwork to achieve our goals * Customer Obsession: We are obsessed with delivering an exceptional customer experience * Diversity and Inclusion: We value diversity and inclusion and strive to create a workplace that is welcoming and inclusive for all

Compensation, Perks, and Benefits

As a Customer Success Manager at DoorDash, you can expect a competitive compensation package that includes: * Base salary * Commission-based bonus structure * Comprehensive benefits package, including premium healthcare, wellness expense reimbursement, paid parental leave, and more * Opportunities for professional growth and development * A dynamic and supportive work environment that promotes collaboration and innovation

How to Apply

If you are a motivated and experienced Customer Success Manager who is passionate about driving growth and innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your qualifications and experience. We look forward to hearing from you! Apply for this job