Strategic Customer Success Manager

Our Strategic Customer Success team sits within DoorDash's In-Store business unit, focused on driving long-term value, retention, and expansion across our largest enterprise customers in EMEA. We operate as strategic partners to our clients — combining commercial acumen, data-driven insight, and operational expertise to drive measurable business outcomes. The team brings together experience across consulting, account strategy, and hospitality, with a strong focus on ownership, accountability, and delivering impact.

Own a portfolio of strategic enterprise accounts, with accountability for retention, expansion, and Net Revenue Retention (NRR) Lead account strategy, identifying growth opportunities across product adoption, feature penetration, and commercial expansion Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer business goals and KPIs Drive value realisation, using data and insights to demonstrate ROI and influence customer decision-making Lead executive-level engagements, including QBRs, on-sites, and strategic reviews Identify and progress expansion opportunities, partnering closely with Sales where required Monitor account performance, using data to proactively identify risks and opportunities Champion the customer internally, ensuring feedback and insights inform product and business decisions Collaborate cross-functionally with Sales, Product, and Operations to deliver against customer and business goals Contribute to team development, supporting onboarding, mentoring, and evolving best practices

You have significant experience in Customer Success or Account Management within B2B SaaS, ideally working with enterprise customers You have a strong track record of driving retention, expansion, and commercial outcomes (e.g. NRR, upsell, cross-sell) You are comfortable operating at a strategic level, building relationships with senior and C-level stakeholders You bring strong commercial acumen, with the ability to identify and progress revenue opportunities You are highly data-driven, using insights to inform decisions and influence customers You have experience working cross-functionally with Sales, Product, and Engineering teams You are confident leading executive conversations, QBRs, and strategic planning sessions You have a strong understanding of hospitality or operational workflows, or a clear interest in the space You are proactive, structured, and comfortable operating in a fast-paced, evolving environment

Annual performance-based salary increases. Health and dental insurance coverage or a health stipend to support your well-being. Paid Time Off and a Holiday Bonus. Recognition and performance incentives. Fast growth means excellent chances for career advancement within the company!