**Experienced Customer Success Manager – SMB Merchant Partnership Development and Growth**

About the Team

At DoorDash, our Inside Account Management team is dedicated to driving the retention, satisfaction, and growth of our Small and Medium Business (SMB) merchant partners. As a key member of this team, you will play a vital role in cultivating strong relationships with SMB business owners, helping them achieve their revenue goals, and ensuring high levels of satisfaction and retention on a book of accounts. Our team is predominantly located in Phoenix, AZ, and we're looking for a talented Customer Success Manager to join our ranks.

About the Role

As a Customer Success Manager, you will be responsible for a merchant's long-term retention, engagement, and overall satisfaction with DoorDash. You will demonstrate a broad scope of skills, including: * Holding periodic business check-ins to understand the merchant's needs and goals * Making operational improvements to enhance the merchant's experience with DoorDash * Troubleshooting product-related bugs and providing timely resolutions * Recommending marketing strategies to help merchants achieve their revenue goals * Ensuring high levels of satisfaction and retention on a book of accounts You will report to the Inside Sales Manager on our Inside Account Management team and will be expected to be flexible in terms of time spent remote and in-office. You may also be required to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities.

Key Responsibilities

As a Customer Success Manager, your key responsibilities will include: * Making outbound dials to existing merchants from your book of business (200 accounts) to upsell them on DoorDash products and marketing spend * Establishing goals and key performance indicators for current DoorDash partners (SMB restaurant merchants) * Advising business owners on promotions and spending to achieve their revenue goals * Communicating with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals * Delivering and presenting quarterly business reviews ("QBR") that review a brand's partnership with DoorDash, pinpointing success, highlighting areas for revenue optimizations, and planning for areas of opportunity and growth * Reducing churn, while identifying and supporting new store expansions * Collaborating with internal growth teams to identify the best products to pitch to merchants

Essential Qualifications

To be successful in this role, you will need: * 1 year of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption * 1 year of experience in sales, preferably outbound dials * 1 year of experience in business operations or related setting * Experience in prior sales, account management, portfolio management, or related roles * Experience using Salesforce or similar CRM tools * Proficiency in using Google Sheets or Microsoft Excel (ability to maintain complex spreadsheets)

Preferred Qualifications

While not required, the following qualifications would be beneficial: * Experience working with SMB merchants or in a similar industry * Knowledge of the food delivery or logistics industry * Experience with marketing strategies and promotional planning * Strong analytical and problem-solving skills

Skills and Competencies

To succeed in this role, you will need to demonstrate the following skills and competencies: * Excellent communication and interpersonal skills * Ability to build strong relationships with SMB business owners * Strong analytical and problem-solving skills * Ability to work in a fast-paced environment and prioritize multiple tasks * Strong attention to detail and organizational skills * Ability to adapt to changing priorities and deadlines * Strong empathy and understanding of customer needs

Career Growth Opportunities and Learning Benefits

At DoorDash, we are committed to supporting our employees' happiness, healthiness, and overall well-being. As a Customer Success Manager, you will have the opportunity to: * Develop your skills and expertise in sales, account management, and business operations * Work with a talented team of professionals who are passionate about driving growth and innovation * Participate in regular training and development programs to enhance your skills and knowledge * Collaborate with internal growth teams to identify new opportunities and drive business growth * Take ownership of your career and make impactful decisions that drive business results

Work Environment and Company Culture

At DoorDash, we value a diverse and inclusive work environment that fosters creativity, innovation, and collaboration. Our company culture is built on the following principles: * Empowerment: We empower our team members to make decisions and take ownership of their work * Innovation: We encourage experimentation and innovation to drive growth and improvement * Collaboration: We believe in the power of collaboration and teamwork to achieve business results * Diversity and Inclusion: We are committed to growing and empowering a more inclusive community within our company, industry, and cities

Compensation, Perks, and Benefits

As a Customer Success Manager at DoorDash, you can expect: * Competitive salary and bonus structure * Comprehensive benefits package, including premium healthcare, wellness expense reimbursement, paid parental leave, and more * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance

Conclusion

If you are a motivated and results-driven professional with a passion for sales, account management, and business operations, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at DoorDash, you will have the chance to make a meaningful impact on our business, drive growth and innovation, and develop your skills and expertise in a fast-paced and dynamic environment. Apply now to join our team and take your career to the next level! Apply for this job