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.
