About the Team

In Inside Account Management (IAM) we drive DoorDash market share and restaurant revenue growth for our SMB merchants. We prioritize incremental order volume and value at the deepest, incremental level, to gain new levels of success for DoorDash and the restaurant owners who are our partners. Our team leverages products, optimizing options, and experience establishing communication and engagement with prospects to procure long-term growth, for the longevity of our merchants and the DoorDash platform.

About the Role

The Merchant Success Manager is responsible for a merchant's long-term retention, engagement, and overall satisfaction with DoorDash. You will cultivate our relationships with SMB business owners while helping them craft a successful partnership with DoorDash. You will demonstrate a broad scope, including holding periodic business check-ins, making operational improvements, troubleshooting product-related bugs, recommending marketing strategies, and ensuring high levels of satisfaction and retention on a book of accounts. You will report to the Inside Sales Manager on our Inside Account Management team. 

This is a hybrid role based in the specified cities above, with some time in office and some time remote. You will need the ability to travel as needed for in-person collaboration through trainings, offsite, team-building events, and other business-related necessities. 

You’re excited about this opportunity because you will…

• Make outbound dials to existing merchants from your book of business (200+ accounts) to upsell them on DoorDash products and marketing spend
• Establish goals and key performance indicators for current DoorDash partners (SMB restaurant merchants)
• Advise business owners on promotions and spending to achieve their revenue goals
• Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals
• Deliver and present quarterly business reviews ("QBR") that review a brand’s partnership with DoorDash, pinpointing success, highlighting areas for revenue optimizations, and planning for areas of opportunity and growth 
• Reduce churn, while identifying and supporting new store expansions 
• Collaborate with internal growth teams to identify the best products to pitch to merchants
• Ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities

We’re excited about you because…

• You have 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption
• You have 1+ years of experience in Outbound Sales being held to DTT minimums
• You have 1+ years of experience in business operations or related setting
• You have experience in prior Outbound sales, account management, portfolio management, or related roles
• You have experience using Salesforce or similar CRM tools
• You are versed in using Google Sheets or Microsoft Excel (can maintain complex spreadsheets), on an intermediate to proficient level
• You demonstrate empathy with customer needs and adapt to meet their unique goals

 

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

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location. 

In addition to base salary, the compensation for this role includes opportunities for sales commission. 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. Col