Strategic Customer Success Manager

DoorDash Sydney, New South Wales, Australia

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About The Team

Our Strategic Customer Success Team is part of DoorDash's In-Store business unit, focused on ensuring the long-term success of some of our largest customers in APAC. Our team combines skills from consulting, business analysis, project management, SevenRooms advocacy, and customer success, with a strong curiosity about technology and hospitality. We are resourceful, tenacious, and collaborative, approaching work with humility, integrity, and a focus on continuous growth, driven by our clients' happiness and solutions that improve retention and ease their operations.

About The Role

As a Strategic Customer Success Manager, you will help ensure the long-term success of some of our largest customers while acting as a leader and mentor to your team, supporting new hire interviews, onboarding and ongoing mentorship. You will be a trusted advisor and educator, using your curiosity to understand not only how features work, but why, with an interest in operations and logistics to solve the next puzzle. This role requires 25% travel and is suited for someone eager to contribute to a dynamic software startup shaping hospitality.

You're Excited About This Opportunity Because You Will

• Lead customer value realization by understanding customer KPIs. Become a trusted advisor and lead account strategy through defined implementation & onboarding processes.
• Act as a customer champion and advocate. Ensure customer needs are communicated to executive teams while anticipating future needs and representing the company at industry conferences as a SevenRooms advocate.
• Monitor account performance and utilization using data to track key metrics. Plan and lead strategic on-sites with enterprise partners to maintain high engagement.
• Help create workflows and run internal processes. Increase efficiency in communications with partners across email and phone channels.
• Collaborate cross-functionally with internal teams. Prioritize new deliverables and methods based on evolving customer needs.

We're Excited About You Because…

• You have substantial experience in challenging, customer-facing roles, ideally within B2B & SaaS, with proven experience working with the SevenRooms platform.
• You have proven experience in Customer Success or Account Management roles with the ability to articulate value propositions through phone, email, video conference, and in-person meetings.
• You have technical aptitude and understanding of hospitality software with prior experience working with Sales, Product, and Engineering teams.
• You have proven ability to lead project planning and management of cross-functional projects with exceptional client-facing oral and presentation skills.
• You can communicate, present and influence credibly at all levels including executive and C-level, with a genuine desire to work in the hospitality space servicing operators.

Notice to Applicants (NYC/Remote roles)

We provide 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. 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 with door-to-door delivery, and we are looking for team members who can help us grow from a company known for delivering food to a company 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 are committed to supporting employees' happiness, healthiness, and well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. 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.

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

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development

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