Customer Success Specialist

About the Team

The Customer Success Team at DoorDash's In-Store division is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for our In-Store mission makes it easy to be obsessed with our customers.

About the Role

As a Customer Success Specialist, you'll play a critical role in delivering customer outcomes that drive long-term success on our platform. You'll focus on preventing churn, ensuring customers see ROI, and managing proactive touchpoints to support account health. Your work will directly impact platform adoption, engagement, and retention.

• Manage your book of business ensuring strong customer health and adoption. Achieve gross-and-net retention revenue targets while identifying upsell opportunities to pass to our account development teams.
• Develop success plans to ensure customer objectives are achieved. Build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors using our product and service offerings.
• Maintain data integrity to track key metrics, specifically ROI. Analyze your findings and make recommendations to optimize for maximum revenue while demonstrating clear business value.
• Become an expert on our In-Store platform providing technical and business solutions. Assist with product adoption and optimization to help clients maximize their investment and success.
• Work seamlessly with various teams across our In-Store division. Ensure we're delivering quality and thoughtful products to our clients through effective cross-functional collaboration.

• You have 2+ years of experience working in a Customer Success or Account Management role with excellent verbal and written communications skills
• You have demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level
• You have experience building and implementing systems and processes for internal communication with proven ability to manage multiple projects while paying attention to detail
• You are passionate about helping customers succeed and have a natural curiosity for understanding business challenges and solving problems
• You thrive in collaborative environments and can work seamlessly with cross-functional teams while maintaining focus on customer-centric outcomes