Strategic Customer Success Manager

About the Team

The Outside Account Management team at DoorDash partners with restaurant merchants to help them grow simply and profitable on the platform. Our mission is to support merchants throughout their journey – ensuring a positive experience while also helping them unlock meaningful growth opportunities. We work closely with merchants to understand their goals, solve operational challenges, and recommend growth strategies that fit their business – balancing thoughtful partnership with commercial impact. 

About the Role

As a Strategic Partner Manager II (SPM), you will own and grow relationships with a portfolio of SMB restaurant partners, operating with a high degree of autonomy and strategic judgment. You’ll lead complex, high-impact partnerships focused on driving long-term growth, profitability, and retention for merchants on the DoorDash platform.

In this role, you’ll move beyond day-to-day account management to guide more strategic merchant conversations—helping partners think holistically about growth, operations, and how to scale their business with DoorDash. You’ll proactively adapt account plans as opportunities and challenges emerge, identify and address risks early, and consistently drive measurable outcomes across your book of business.

Beyond your own accounts, you’ll play an influential role across the team — serving as a voice of the merchant internally, shaping cross-functional initiatives, and sharing best practices that elevate how DoorDash partners with restaurants at scale.

You’ll report to a regional manager within Outside Account Management. We expect this role to be flexible, with time split between traveling to merchants and additional flexibility to work remotely from home or a DoorDash office.

You’re excited about this opportunity because you will…

• Own and grow strategic partnerships: Manage a portfolio of SMB restaurant partners, consistently driving measurable growth, retention, and satisfaction
• Lead advanced merchant strategy: Conduct high-impact business reviews focused on larger-scale growth strategies, profitability, and long-term success
• Operate autonomously: Proactively adjust account plans and growth strategies as merchant needs, performance, and market conditions evolve
• Identify and mitigate risk: Anticipate detractors, address challenges early, and implement solutions to protect merchant health and performance
• Drive expansion and optimization: Recommend and sell DoorDash products that support merchant growth, efficiency, and brand perception
• Influence cross-functionally: Partner with Product, Operations, Sales, and other teams—driving action and outcomes without relying on manager escalation
• Rep