Director, SMB Account Management - New Verticals (Chicago)

About the TeamNew Verticals is how DoorDash brings its mission to empower local economies to life beyond restaurants: connecting every local merchant to every local consumer.Our mission is to empower local economies by bringing the businesses in our communities online and helping them compete in a digital-first world. Across Convenience, Grocery, Alcohol, Retail, and emerging categories, we are connecting local merchants to local consumers, enabling everyday purchases through a single, trusted platform.But acquisition is only the beginning. Success in these categories depends on helping merchants grow and perform once they are on the platform.The SMB Account Management team owns that responsibility. We serve as strategic growth partners to our merchants, helping them digitize inventory, optimize their storefronts, adopt new products, and unlock incremental revenue. We also surface insights back to the business to shape how our products and go-to-market strategies evolve.New Verticals is one of DoorDash’s most important growth bets. We’ve scaled rapidly, but we’re still early in the journey. The categories are complex, the product suite is evolving, and the playbook is still being written, and this team is responsible for ensuring our merchants grow alongside us.About the RoleAs the Director of SMB Account Management for New Verticals, you will lead our Implementation and Account Management teams across SMB and select Mid-Market merchants.You will own both performance and sales org design, driving retention and growth outcomes while designing and refining the operating model that enables scale. Unlike more mature parts of the business, many of our systems, segmentation models, and processes are still evolving. You will create clarity, structure, and accountability in an environment where not everything is fully built.What we’re delivering to merchants is unique: a marketplace and platform ecosystem that enables customer acquisition, inventory digitization, advertising and fulfillment. The product suite continues to expand, requiring a leader who can operate effectively in ambiguity and translate evolving capabilities into merchant value.You will report into the Senior Director within our SMB Sales organization and partner closely with Sales, Merchant / Sales Strategy & Operations, Product, Engineering, Marketing, Finance and Support to ensure merchants succeed on our platform.You’re excited about this opportunity because you will…Build & Architect the FunctionDesign and scale an SMB Account Management organization supporting X+ merchants across SMB and select Mid-Market segments, ensuring clear segmentation, coverage models, and manager-to-rep ratios that enable sustainable growth.Design role specialization, segmentation, and coverage models as the business scales.Build durable processes and operating rhythms while maintaining speed and agility.Balance long-term infrastructure building with near-term performance delivery.Lead Through AmbiguityTranslate high-level strategy into actionable team plans.Navigate evolving product capabilities and shifting priorities.Provide clarity and direction in environments where inputs may be imperfect.Make pragmatic decisions without waiting for perfect information.Drive Merchant Growth & PerformanceOwn and deliver against quarterly and annual performance targets including retention rate, gross order volume growth, product adoption, and incremental revenue across the SMB portfolioOwn retention, engagement, revenue growth, and product adoption across SMB merchants.Develop repeatable motions for activation, upsell, cross-sell, and new product rollout.Surface voice-of-merchant insights to inform product and go-to-market improvements.Be a Cross-Functional ConnectorInfluence across Merchant Strategy, Sales Ops, Product, Finance, Engineering, Support, HR, and Recruiting.Close the distance between frontline teams and central functions.Build strong internal networks to unblock constraints and accelerate progress.Operate effectively in a matrixed organization without relying on formal authority.Lead & Develop LeadersHire, coach, and develop high-performing managers and frontline teams.Build a culture of ownership, resilience, and accountability.Raise the bar on performance while maintaining strong team engagement.Contribute to broader SMB Sales leadership initiatives.Org Size: 60+ FTE and 2 Vendors representing ~50 Contract WorkersDirect + Indirect: Manager of Manager role with 4 Directs Leaders + 7 Managers/LTs + rest as repsWe’re excited about you because…8+ years of progressive experience in sales, account management, merchant success, or related go-to-market leadership roles.5+ years leading managers and scaled frontline teams.Multi Loc: Hubs in AZ, Chicago, NYC with some remote workers for MidMarket TerritoriesExperience growing SMB and/or Mid-Market accounts in high-growth, evolving environments.Proven track record of achieving or exceeding performance goals while building infrastructure.Experience building or scaling a business, vertical, or product (01 or 110 experience preferred).Strong cross-functional leadership experience within matrixed organizations.Acute understanding of sales operations, performance management, and process design.Demonstrated ability to manage multiple complex initiatives simultaneously.Ability to effectively interface from C-suite executives to frontline reps.Comfort with core sales and CRM tooling (e.g., Salesforce, reporting dashboards, productivity tools).About YouYou’re a builder at heart. You create structure where it doesn’t exist and improve what’s already in motion.You’re comfortable with ambiguity. Ambitious goals and evolving infrastructure energize you.You’re detail-oriented but not a perfectionist. You know when precision matters and when speed wins.You can see around corners. You anticipate downstream impacts and manage complex interdependencies.You are DoorDash-first. You embody “one team, one fight” and operate with ownership and optimism.You’re an empathetic leader. You deliver results while building inclusive, high-performing teams.We expect this position to be filled by 5/15/2026.Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe 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: CoveyCompensationActual 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 equity grants and 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. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.To learn more about our benefits, visit our careers page here.See below for 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 (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).The national base pay range for this position within the United States, including Illinois and Colorado.$182,160—$267,840 USDThe total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado.$227,700—$334,800 USDAbout DoorDashAt 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.Our Commitment to Diversity and InclusionWe’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.Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee o