About the Team
The Customer Success team at SevenRooms is the heartbeat of our customers. We’re a diverse, global group of empathetic relationship builders, curious thinkers, strategic problem-solvers, and passionate collaborators. Our mission is to help hospitality operators succeed by driving adoption and value through a deep understanding of our product, data, and our customers’ business goals. We are customer-obsessed and thrive on turning challenges into long-term success.
About the Role
In this role, you’ll lead a team of Customer Success Managers who work closely with our enterprise clients to ensure they’re achieving success with the SevenRooms platform. You’ll be responsible for coaching, mentoring, and growing the team, while also overseeing strategic initiatives that drive adoption, retention, and long-term customer value. You’ll help scale a customer-first culture that delivers outstanding service and measurable impact for hospitality operators around the world.
You’re excited about this opportunity because you will…
- Team Leadership & Development. Mentor, inspire, and grow a high-performing team of Strategic Customer Success Managers by setting clear performance and growth objectives and providing ongoing coaching and support.
- Customer Retention & Engagement. Drive user adoption and retention by developing best practices and strategic engagement initiatives, and by collaborating cross-functionally to enhance the customer experience.
- Capacity & Resource Planning. Monitor incoming revenue and customer volume to ensure balanced workload distribution and appropriate resourcing across the North American CSM team.
- Cross-Functional Collaboration. Partner with Product Marketing, Onboarding, and CS Strategy & Operations to enhance customer health scoring, implement proactive lifecycle strategies, and improve overall product adoption.
- Churn Risk Management. Track customer engagement through data tools (e.g., Looker, Totango) to identify and mitigate churn risks through timely, data-driven interventions.
- Product Advocacy. Maintain deep product knowledge to ensure CSMs can guide customers to the most relevant features and functionalities, while capturing product feedback through our Product Ambassador Program.
We’re excited about you because…
- You have experience in Enterprise Customer Success, Account Management, or a related customer-facing role at a SaaS company, ideally in a fast-paced, high-growth environment.
- You've spent 2+ years managing and developing people, and you lead through accountability, coaching, and continuous learning.
- You're analytical and strategic, with a track record of using data to identify insights and drive customer growth.
- You're comfortable using tools like Salesforce, Totango, or other customer success platforms to track performance and manage relationships.
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
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.
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.
If you need any accommodations, please inform your recruiting contact upon initial connection.
