Strategic Customer Success Manager

About the Team

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.

About the Role

As a Strategic Customer Success Manager, you will own a portfolio of high-value enterprise accounts, with clear responsibility for retention, growth, and customer outcomes.

You will act as a trusted advisor to senior stakeholders, leading account strategy, identifying expansion opportunities, and ensuring customers realise measurable value from the platform. This is a commercially focused role, requiring strong ownership of Net Revenue Retention (NRR), expansion, and long-term account growth.

Success in this role will be measured by retention, expansion, NRR performance, and the ability to drive measurable customer outcomes.

You will also play a key role in shaping team standards, supporting onboarding, and contributing to the development of a high-performing Customer Success function.

This role requires 25% travel and is suited to someone comfortable operating in a fast-paced, high-growth environment.

You're excited about this opportunity because you will

• 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

We're excited about you because

• 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