[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. DoorDash is a technology and logistics company focused on empowering local economies. They are seeking a Customer Success Manager to drive the ongoing success of small-to-medium-sized merchants using their Commerce Platform products, ensuring adoption and satisfaction post-launch.

Responsibilities

• Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience
• Driving ongoing engagement through check-ins, performance reviews, and proactive outreach
• Monitoring account health, identifying churn risks early, and building action plans to address them
• Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress
• Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools
• Managing escalations and high-risk situations with a solutions-oriented mindset
• Tracking action items and ensuring consistent follow-through so nothing falls through the cracks
• Gathering and synthesizing merchant feedback to inform product improvements and operational processes
• Help define and build the foundation of the Customer Success function, including playbooks, processes, and account health frameworks

Skills

• Bachelor's degree or equivalent work experience
• 3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace environment
• Proven ability to manage a portfolio of accounts and drive outcomes with strong ownership and accountability
• Exceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversations
• Experience identifying customer risk, managing escalations, and driving retention
• Strong problem-solving skills with the ability to diagnose root causes and develop actionable solutions
• Ability to manage multiple priorities and track follow-through with strong attention to detail
• Experience working cross-functionally with internal teams to resolve issues and drive results
• Bias for action and ability to operate effectively in ambiguous, fast-paced environments
• Tech-savvy and comfortable understanding product functionality and troubleshooting issues at a high level

Benefits

• 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)
• Medical, dental, and vision benefits
• 11 paid holidays
• Disability and basic life insurance
• Family-forming assistance
• A mental health program
• Flexible paid time off/vacation, plus 80 hours of paid sick time per year for salaried 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) for hourly roles
• 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) for hourly roles
• Premium healthcare
• Wellness expense reimbursement
• Paid parental leave

Company Overview

Company H1B Sponsorship