Strategic Customer Success Manager

About the Team

The Outside Account Management team at DoorDash partners with restaurant merchants to help them grow simply and profitable on the platform. Our mission is to support merchants throughout their journey – ensuring a positive experience while also helping them unlock meaningful growth opportunities. We work closely with merchants to understand their goals, solve operational challenges, and recommend growth strategies that fit their business – balancing thoughtful partnership with commercial impact.

About the Role

As a Strategic Partner Manager II (SPM), you will own and grow relationships with a portfolio of SMB restaurant partners, operating with a high degree of autonomy and strategic judgment. You'll lead complex, high-impact partnerships focused on driving long-term growth, profitability, and retention for merchants on the DoorDash platform.

In this role, you'll move beyond day-to-day account management to guide more strategic merchant conversations - helping partners think holistically about growth, operations, and how to scale their business with DoorDash. You'll proactively adapt account plans as opportunities and challenges emerge, identify and address risks early, and consistently drive measurable outcomes across your book of business.

Beyond your own accounts, you'll play an influential role across the team - serving as a voice of the merchant internally, shaping cross-functional initiatives, and sharing best practices that elevate how DoorDash partners with restaurants at scale.

You'll report to a regional manager within Outside Account Management. We expect this role to be flexible, with time split between traveling to merchants and additional flexibility to work remotely from home or a DoorDash office.

You're excited about this opportunity because you will…

Own and grow strategic partnerships: Manage a portfolio of SMB restaurant partners, consistently driving measurable growth, retention, and satisfaction

Lead advanced merchant strategy: Conduct high-impact business reviews focused on larger-scale growth strategies, profitability, and long-term success

Operate autonomously: Proactively adjust account plans and growth strategies as merchant needs, performance, and market conditions evolve

Identify and mitigate risk: Anticipate detractors, address challenges early, and implement solutions to protect merchant health and performance

Drive expansion and optimization: Recommend and sell DoorDash products that support merchant growth, efficiency, and brand perception

Influence cross-functionally: Partner with Product, Operations, Sales, and other teams - driving action and outcomes without relying on manager escalation

Represent the merchant internally: Surface meaningful merchant insights each quarter to inform product improvements, GTM strategy, and internal initiatives

Elevate the team: Share best practices, provide feedback on decks and negotiation strategy, and support the development of Partner Managers

We're excited about you because you have…

4+ years of experience in account management, customer success, or post-sales roles with increasing scope and autonomy

Proven track record of driving measurable growth and retention across the majority of a book of business

Strong executive presence with the ability to command a room, influence without authority, and deliver compelling presentations

Deep understanding of the restaurant and hospitality industry, including merchant P&L and unit economics

Advanced analytical skills, including maintaining complex spreadsheets and performing data analysis using tools such as Salesforce, Outreach, Tableau, or Sigma

Strong knowledge of third-party delivery platforms, logistics, and multi-sided marketplaces

Ability to synthesize data, industry trends, and merchant insights into clear, actionable recommendations

Collaborative mindset with experience serving as a trusted partner and informal mentor within a team

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

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 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: https://getcovey.com/nyc-local-law-144.