Senior Customer Success Manager

Job description

About the Team The Customer Success team sits within DoorDash’s In-Store business and serves as a strategic partner to hospitality operators across the UK. We help restaurants maximize revenue, improve operational efficiency, and deliver exceptional guest experiences through data-driven recommendations, proactive partnership, and deep product expertise. We are a fast-paced, highly collaborative team that values strategic thinking, accountability, curiosity, and customer impact. The strongest team members are not just relationship-builders - they are trusted advisors who can influence customer behaviour, drive adoption, and proactively identify growth opportunities. About the Role We’re looking for a strategic and commercially minded Senior Customer Success Manager to manage and grow a portfolio of SMB and mid-market hospitality customers. Success in this position requires someone who can proactively identify customer risks and opportunities, influence stakeholder behaviour, and drive measurable business outcomes at scale. You will act as a consultative partner to restaurant operators, helping them maximise ROI from SevenRooms while balancing retention, adoption, transaction growth, and expansion opportunities. You’re excited about this opportunity because you will… Own and grow a portfolio of hospitality customers across retention, adoption, optimisation, and expansion opportunities Build strategic success plans aligned to customer business goals and drive measurable business outcomes Analyze customer health, adoption, transaction trends, engagement, and ROI data to proactively identify risks and growth opportunities Become a product expert on SevenRooms, guiding customers through operational workflows, integrations, feature adoption, and optimization strategies Lead impactful business reviews and customer conversations that influence stakeholder behavior and drive action Partner cross-functionally with Account Management, Product, Support, and Marketing teams to deliver thoughtful, customer-centric solutions Balance strategic account planning with high-volume portfolio management in a fast-paced environment Work alongside collaborative, high-performing teammates while helping hospitality operators transform guest experiences through innovative technology We’re excited about you because… You have 3+ years of experience in Customer Success, Account Managemen…