At a Glance
- Tasks: Manage high-value enterprise accounts, driving retention and growth through strategic insights.
- Company: Join DoorDash, a rapidly growing tech company focused on empowering local economies.
- Benefits: Enjoy comprehensive benefits, including health perks and opportunities for career development.
- Other info: Dynamic work environment with opportunities for mentorship and professional growth.
- Why this job: Be a trusted advisor, shaping strategies that impact major clients and drive measurable outcomes.
- Qualifications: Experience in B2B SaaS Customer Success with a focus on enterprise clients is essential.
The predicted salary is between 56700 - 69300 £ per year.
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.
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.
Strategic Customer Success Manager employer: SevenRooms
At SevenRooms, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our London-based Technical Support Representatives enjoy comprehensive training, opportunities for professional growth, and the chance to make a real impact in the hospitality industry. With a commitment to employee well-being and a supportive team environment, we ensure that our staff are equipped to deliver outstanding customer service while thriving in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SevenRooms. 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 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 Strategic Customer Success Manager
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:Your cover letter is your chance to shine! Tell us why you want to work at SevenRooms 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!
How to prepare for a job interview at SevenRooms
✨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.
