Manager, Client Success & Technical Solutions
DoorDash USA · New York, NY; San Francisco, CA; Sunnyvale, CA
About this role
About the Team
The Client Success & Technical Solutions Team Manager will play a pivotal role in leading and scaling the DoorDash for Business Customer Success Team — owning the strategy and building scalable solutions that drive seamless onboarding, activation, and long-term retention. This team is the backbone of the client experience, responsible for guiding every customer from their first touchpoint through post-launch success.
As DoorDash for Business expands its core product offering for corporate clients — including catering and group orders — this team is evolving to take on greater ownership of overall customer health in an increasingly complex environment. That means the Team Lead must be able to cut through the noise, prioritize ruthlessly, and keep the team laser-focused on the actions that actually move the needle for customers rather than getting lost in the weeds.
About the Role
As a leader of our Client Success Team, you will oversee 6-9 CSMs, including people coaching, performance management to KPI goals, and working directly with customers to ensure we are gathering learnings and feedback to influence initiatives, projects, and our product roadmap. This is not a role for someone who maintains the status quo — you'll be expected to constantly identify inefficiencies, source and implement tools, and build scalable processes that meaningfully improve customer health and team output.
You'll partner closely with Sales — not just as a handoff point, but as a genuine collaborator. You'll own the relationship between CS and Sales, driving alignment on account health, escalations, and early-cycle support — including joining discovery conversations to provide technical context and help Sales position the right solutions for prospective customers. A solutions-first mindset is non-negotiable here.
You will implement account tracking and monitoring systems to ensure no deal falls through the cracks, while providing timely updates and escalations to cross-functional partners and leadership. You'll take on projects to support program strategy and structure across enablement, process improvement, cross-functional collaboration, and new initiatives — and you'll be expected to leverage AI tools and data to work smarter, not harder.
You will report to the Senior Manager, Client Success Strategy & Operations of our Client Success team in our DoorDash for Business organization.
You’re excited about this opportunity because you will…
- Own and architect the Customer Success function — defining KPIs, operating model, and systems across a multi-product portfolio
- Redesign activation and customer health frameworks to reflect distinct product behaviors and drive accurate performance measurement
- Build and scale the CS data infrastructure (dashboards, data models, automated reporting) to enable team and executive visibility
- Implement and integrate CS tools (e.g., Gainsight, Totango, ChurnZero) with Snowflake to power health scoring, adoption tracking, and lifecycle management
- Diagnose systemic performance issues and independently drive high-impact, org-wide solutions tied to OKRs (activation, retention, expansion)
- Lead and develop a team of CSMs with increasing specialization, defining clear performance expectations and accountability mechanisms
- Drive cross-functional alignment with Sales, Product, Ops, and Engineering, acting as the voice of the customer to influence strategy and roadmap
- Build scalable processes, playbooks, and AI-driven workflows in a fast-moving, ambiguous environment
We’re excited about you because…
- You have 6+ years of experience in Customer Success, Technical Solutions, or similar roles in a high-growth SaaS or marketplace environment
- You’ve owned or significantly influenced KPIs, systems, or operating models — not just executed within them
- You bring strong technical and analytical skills, including SQL proficiency and experience working with data warehouses (e.g., Snowflake)
- You have experience building dashboards and data models (Sigma, Looker, or similar) to drive decision-making
- You’ve evaluated and implemented CS platforms and understand how to integrate them into a broader data ecosystem
- You have 3+ years of people management experience leading high-performing teams with clear accountability
- You are highly data-driven, using metrics to diagnose issues, inform strategy, and influence stakeholders
- You thrive in fast-paced, ambiguous environments and are resourceful, scrappy, and comfortable building from zero
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
Compensation
The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.
In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
See below for paid time off details:
- For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
- For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
About DoorDash USA
Jobb.ai is an independent skill benchmarking platform. Applications are submitted on the employer's official website.