Merchant Success Manager

About the Team The Inside Account Management team is part of DoorDash's SMB account management engine. We are dedicated to the retention, satisfaction, and growth of 8,500+ high‑impact restaurant partners. From our hubs in Tempe and Chicago, our team ensures that merchants understand how to maximize their visibility, optimize their operations, and thrive on DoorDash. We pride ourselves on being data‑driven, collaborative, and deeply committed to championing small business success. About the Role As a Merchant Success Manager (MSM), you will support and grow DoorDash’s SMB restaurant partners. You will manage a focused book of approximately 75 merchants, building long‑term relationships and helping owners improve their performance on the platform. Through consistent outbound calls, email outreach, and data‑driven conversations, you will guide merchants on how to increase visibility, optimize listings, adopt DoorDash products, and ultimately grow their revenue. Responsibilities Make high‑volume outbound dials to existing merchants in your book of business. Establish goals and key performance indicators for partners and regularly review performance against those targets. Advise business owners on pricing, promotions, and product adoption (e.g., DashPass, Ads, promos) to achieve revenue and margin goals. Communicate with merchants by phone and email on an ongoing basis to monitor performance, surface risks, and support progress toward goals. Deliver and present quarterly business reviews (QBR) that review partnership performance, highlight opportunities, and plan for growth. Reduce churn and identify new store expansions. Collaborate with internal growth teams to identify the best products to pitch to merchants. Persist through slower periods or skeptical merchants—test new approaches, refine talk tracks, and maintain consistent activity. Travel as needed for in‑person collaboration through trainings, offsites, team‑building events, and other business‑related necessities. Qualifications 1+ years of experience in client‑facing sales roles focused on customer satisfaction, retention, and product adoption. Experience in outbound sales, held to DTT minimums, and a proven track record of meeting or exceeding activity and outcome targets. 1+ years in outbound sales and/or account management where you directly owned a book of accounts, managed prioritization, and were accountable for retention and growth. Experience using Salesforce or a similar CRM tool. Proficiency in Google Sheets or Microsoft Excel at an intermediate–to–proficient level. Strong empathy for customer needs and the ability to adapt to meet unique goals. Goal‑oriented and competitive in a healthy way, treating targets as a floor while pursuing stretch goals. Strong product/AI fluency or a clear eagerness to build it; use new tools to improve efficiency while recognizing when human judgment is essential. Working Conditions & Expectations The role offers flexibility in terms of remote and in‑office time. Employees may travel as needed for collaborative training, offsites, team‑building events, and other business‑related necessities. Compensation Base salary is localized to the employee’s work location and is within the range of $26.08‑$38.40 USD. The total on‑target earnings (base + commissions) for this position range from $32.60‑$48 USD. Benefits DoorDash offers a comprehensive benefits package that includes: 401(k) plan with employer matching 16 weeks of paid parental leave Medical, dental, and vision benefits 11 paid holidays Disability and basic life insurance Family‑forming assistance Mental health program and wellness benefits Paid time off and sick leave in compliance with applicable laws Paid time‑off details: For salaried roles: flexible paid time off/vacation plus 80 hours of paid sick time per year. For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (roughly 6.7 hours/month at 40 hours/week) and paid sick time accrued at 1 hour for every 30 hours worked (roughly 5.8 hours/month at 40 hours/week). Our Commitment to Diversity and Inclusion We are committed to growing and empowering an inclusive community. No employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity, disability status, or veteran status. We also strive to prevent other subtle forms of inappropriate behavior and value a diverse workforce. If you need accommodations, please inform your recruiting contact upon initial connection. #J-18808-Ljbffr