[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.ResponsibilitiesManaging a portfolio of merchants and serving as the primary owner of the post-launch customer experienceDriving ongoing engagement through check-ins, performance reviews, and proactive outreachMonitoring account health, identifying churn risks early, and building action plans to address themCoordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progressEnsuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM toolsManaging escalations and high-risk situations with a solutions-oriented mindsetTracking action items and ensuring consistent follow-through so nothing falls through the cracksGathering and synthesizing merchant feedback to inform product improvements and operational processesHelp define and build the foundation of the Customer Success function, including playbooks, processes, and account health frameworksSkillsBachelor's degree or equivalent work experience3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace environmentProven ability to manage a portfolio of accounts and drive outcomes with strong ownership and accountabilityExceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversationsExperience identifying customer risk, managing escalations, and driving retentionStrong problem-solving skills with the ability to diagnose root causes and develop actionable solutionsAbility to manage multiple priorities and track follow-through with strong attention to detailExperience working cross-functionally with internal teams to resolve issues and drive resultsBias for action and ability to operate effectively in ambiguous, fast-paced environmentsTech-savvy and comfortable understanding product functionality and troubleshooting issues at a high levelBenefits401(k) plan with employer matching16 weeks of paid parental leaveWellness benefitsCommuter benefits matchPaid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)Medical, dental, and vision benefits11 paid holidaysDisability and basic life insuranceFamily-forming assistanceA mental health programFlexible paid time off/vacation, plus 80 hours of paid sick time per year for salaried rolesVacation 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 rolesPaid 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 rolesPremium healthcareWellness expense reimbursementPaid parental leaveCompany OverviewDoorDash is a food delivery platform that connects customers with local and national businesses. It is a sub-organization of DoorDash. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is http://www.doordash.com.Company H1B SponsorshipDoorDash has a track record of offering H1B sponsorships, with 70 in 2026, 530 in 2025, 510 in 2024, 413 in 2023, 612 in 2022, 439 in 2021, 126 in 2020. Please note that this does not guarantee sponsorship for this specific role.