Client Success Manager, Scale, DoorDash for Business

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34&amp;e=22630&amp;t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181&amp;utm_ptz=EST&amp;utm_rqt=track" alt="" width="1"></p></div><h2><strong>About the Team</strong></h2> <p>Our mission is to promote growth in local economies by building connections with businesses across the nation and expanding access to the DoorDash platform. The DoorDash for Business Client Success Team drives product adoption, usage, and expansion across our longtail unmanaged customers with a focus on onboarding and new use-case development. Our team is client facing while also leveraging a one-to-many, tech-touch model: lifecycle campaigns, group training,and automation, leveraging customer signals. The goal is to accelerate product stickiness and unlock growth at scale.</p> <p>Client Success is a great place to build both hard and soft skills, including consultative product expertise, data-driven decision making, and cross-functional collaboration, as the link between what customers need and what we build.</p> <h2><strong>About the Role</strong></h2> <p>Scaled Client Success Managers own product adoption, education, and onboarding for a pooled segment of our longtail unmanaged customers in North America. You'll be a proactive, solutions-oriented partner who delivers enablement and activation at scale through digital-first programs and remaining client facing while you introduce new products and features and help customers get more out of the ones they already use.</p> <p>Reporting to the Manager, Client Success, you'll partner with S&amp;O (Strategy &amp; Operations), Analytics, and Product to turn insights into programs that unlock value across a large book of customers.</p> <p>We're making a big bet that there's significant untapped potential in our self-service accounts. As part of a growing team, you'll help refine and scale our customer onboarding and activation motion while growing alongside the function.</p> <h2><strong>You’re excited about this opportunity because you will…</strong></h2> <ul> <li>Support a pooled segment of customers through a one-to-many model, prioritizing outreach by signal rather than account by account</li> <li>Own customer education and onboarding programs at scale: group training sessions, email campaigns, and lifecycle communications</li> <li>Become an expert in the DoorDash for Business suite of products and drive adoption through targeted, repeatable plays</li> <li>Lead customer conversations that review a customer's program, diagnose gaps, and prescribe next steps, including new products, new use cases, or increased usage</li> <li>Use data to spot signals of product growth, diagnose activation bottlenecks, and turn them into data-backed recommendations</li> <li>Test and iterate on campaigns and digital touchpoints, measuring what moves adoption</li> </ul> <h2><strong>We’re excited about you because you…</strong></h2> <ul> <li>Minimum 2 years of experience in digital customer success, consultative sales or product operations</li> <li>Can identify whitespace within complex customer organizations and translate customer needs into scalable product opportunities.</li> <li>Have proven capability to thrive in an ambiguous environment.</li> <li>Are an effective communicator, both verbally and in writing.</li> <li>Have the ability to analyze, pull, and coordinate data across multiple sources.</li> <li>Have the ability to learn independently and juggle multiple priorities.</li> <li>Proactively inform teams of your workflow and raise your hand for special projects.</li> <li>Actively seek guidance from peers and cross-functional partners, and both ask for and action feedback.</li> <li>Know how to take broad challenges or opportunities and turn them into actionable projects with clear miles