Manager, Client Success & Technical Solutions

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

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