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 Management, Consulting, or other customer-facing SaaS roles
- You have experience managing a portfolio of SMB, Mid-Market, or Strategic accounts
- You can demonstrate measurable customer impact across retention, adoption, and expansion
- You are proactive and strategic in prioritising competing customer needs
- You are comfortable influencing customers, creating urgency, and driving accountability through consultative conversations
- You have strong executive communication and stakeholder management skills
- You are commercially minded and able to identify growth opportunities through customer discovery and data
- You can simplify complex operational and product workflows into clear, actionable recommendations
- You are highly data-driven and comfortable using tools such as Salesforce, Gainsight, Gong, Tableau, Looker, Vitally, ChurnZero, or similar
- You can connect product adoption and customer behaviour to measurable business outcomes and ROI
- You thrive in fast-paced, high-growth environments with ambiguity and changing priorities
- You are collaborative, coachable, and naturally curious
What Success Looks Like
Successful CSMs at SevenRooms:
- Operate proactively and anticipate customer risks and opportunities before they surface
- Influence customers to take action and adopt best practices that drive measurable business outcomes
- Prioritize effectively across a large and diverse portfolio of accounts
- Build trusted relationships while balancing empathy with accountability
- Use data and operational insights to drive strategic recommendations
- Create urgency around growth opportunities and operational improvements
- Act as strategic partners to hospitality operators
If you need any accommodations, please inform your recruiting contact upon initial connection.
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