At a Glance
- Tasks: Manage and grow a portfolio of hospitality customers, driving measurable business outcomes.
- Company: Join DoorDash's innovative Customer Success team in the fast-paced In-Store business.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Collaborative team culture focused on customer impact and innovative technology.
- Why this job: Make a real impact by helping restaurants maximise revenue and enhance guest experiences.
- Qualifications: 3+ years in Customer Success or related roles, with strong communication and strategic skills.
The predicted salary is between 59400 - 72600 £ per year.
The Customer Success team sits within DoorDash’s In-Store business and serves as a strategic partner to hospitality operators across the UK. We help restaurants maximize revenue, improve operational efficiency, and deliver exceptional guest experiences through data-driven recommendations, proactive partnership, and deep product expertise. We are a fast-paced, highly collaborative team that values strategic thinking, accountability, curiosity, and customer impact.
We’re looking for a strategic and commercially minded Senior Customer Success Manager to manage and grow a portfolio of SMB and mid-market hospitality customers. Success in this position requires someone who can proactively identify customer risks and opportunities, influence stakeholder behaviour, and drive measurable business outcomes at scale. You will act as a consultative partner to restaurant operators, helping them maximise ROI from SevenRooms while balancing retention, adoption, transaction growth, and expansion opportunities.
You’re excited about this opportunity because you will…
- Own and grow a portfolio of hospitality customers across retention, adoption, optimisation, and expansion opportunities.
- Build strategic success plans aligned to customer business goals and drive measurable business outcomes.
- Analyze customer health, adoption, transaction trends, engagement, and ROI data to proactively identify risks and growth opportunities.
- Become a product expert on SevenRooms, guiding customers through operational workflows, integrations, feature adoption, and optimization strategies.
- Lead impactful business reviews and customer conversations that influence stakeholder behavior and drive action.
- Partner cross-functionally with Account Management, Product, Support, and Marketing teams to deliver thoughtful, customer-centric solutions.
- Balance strategic account planning with high-volume portfolio management in a fast-paced environment.
- Work alongside collaborative, high-performing teammates while helping hospitality operators transform guest experiences through innovative technology.
We’re excited about you because…
- You have 3+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing SaaS roles.
- You have experience managing a portfolio of SMB, Mid-Market, or Strategic accounts.
- You can demonstrate measurable customer impact across retention, adoption, and expansion.
- You are proactive and strategic in prioritising competing customer needs.
- You are comfortable influencing customers, creating urgency, and driving accountability through consultative conversations.
- You have strong executive communication and stakeholder management skills.
- You are commercially minded and able to identify growth opportunities through customer discovery and data.
- You can simplify complex operational and product workflows into clear, actionable recommendations.
- You are highly data-driven and comfortable using tools such as Salesforce, Gainsight, Gong, Tableau, Looker, Vitally, ChurnZero, or similar.
- You can connect product adoption and customer behaviour to measurable business outcomes and ROI.
- You thrive in fast-paced, high-growth environments with ambiguity and changing priorities.
- You are collaborative, coachable, and naturally curious.
What Success Looks Like
Successful CSMs at SevenRooms:
- Operate proactively and anticipate customer risks and opportunities before they surface.
- Influence customers to take action and adopt best practices that drive measurable business outcomes.
- Prioritize effectively across a large and diverse portfolio of accounts.
- Build trusted relationships while balancing empathy with accountability.
- Use data and operational insights to drive strategic recommendations.
- Create urgency around growth opportunities and operational improvements.
- Act as strategic partners to hospitality operators.
If you need any accommodations, please inform your recruiting contact upon initial connection.
Senior Customer Success Manager in London employer: SevenRooms, a DoorDash company - United Kingdom
SevenRooms is an exceptional employer that offers a unique opportunity for the Events Marketing Manager to shape the brand's presence across dynamic hospitality markets in EMEA. With a strong focus on employee autonomy, creative thinking, and cross-functional collaboration, the company fosters a vibrant work culture that encourages professional growth and innovation. Employees benefit from a supportive environment that values strategic partnerships and impactful experiences, making it an ideal place for those seeking meaningful and rewarding careers in event marketing.
Contact Details:
SevenRooms, a DoorDash company - United Kingdom Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SevenRooms, a DoorDash company - United Kingdom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SevenRooms, a DoorDash company - United Kingdom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SevenRooms, a DoorDash company - United Kingdom:Your cover letter is your chance to shine! Tell us why you want to work at SevenRooms, a DoorDash company - United Kingdom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SevenRooms, a DoorDash company - United Kingdom!
How to prepare for a job interview at SevenRooms, a DoorDash company - United Kingdom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
