About the Team

The Inside Account Management team is dedicated to retention, satisfaction, and growth of our SMB merchant partners. We’re a team of sales, account management, and solutions professionals predominantly located in Phoenix, AZ.

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.

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 We’re excited about you because… You have 3+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption or related experience You have 3+ years of experience in sales, preferably outbound dials or related experience You have 3+ years of experience in business operations or related setting You have experience in prior 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 You have a minimum of 6 months of good standing on the Inside Account Management team, in order to be eligible for consideration for this opening

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