Account Manager, SMB

Account Manager, SMB

Austin, TX; Dallas, TX; Houston, TX; San Antonio, TX

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 our 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 play a critical role in supporting and growing DoorDash's SMB restaurant partners. You will manage a focused book of approximately 75 merchants, building long-term relationships and helping restaurant 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 their listings, adopt DoorDash products, and ultimately grow their revenue.

You'll be accountable for hitting weekly and quarterly KPIs including high-volume outbound activity (dials, talk time), strategic merchant calls, QBR delivery, and results tied to revenue, operational metrics, ads/promo adoption, and fair pricing conversations. This role is ideal for someone who enjoys fast-paced, high-volume merchant engagement, uses data to drive decisions, and feels energized by work that blends sales, account management, and portfolio-level strategy.

We expect this role to be flexible in terms of time spent remote and in-office with the ability to travel as needed for in-person collaboration through training, offsites, team-building events, and other business related necessity.

You're Excited About This Opportunity Because You Will

• Make high-volume outbound dials to existing merchants in your book of business (approximately 75 SMB restaurants), using a clear prioritization framework to decide where to focus your time and energy
• Establish goals and key performance indicators for your restaurant partners, and regularly review performance against those targets.
• Advise business owners on pricing, promotions, and product adoption (e.g., DashPass, Ads, promos) to achieve their revenue and margin goals, clearly explaining trade-offs.
• Communicate with merchants by phone and email on an ongoing basis to monitor performance, surface risks, and proactively 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
• Persist through slower periods or skeptical merchants testing new approaches, refining talk tracks, and maintaining consistent activity even when results lag
• 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 2+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption
• You are comfortable being measured on both activity (dials, talk time, meetings) and outcomes (revenue, retention, product adoption) and can point to how you performed against your targets
• You have 2+ years of experience in Outbound Sales being held to DTT minimums
• You have 2+ years of experience in business operations or related setting
• You have experience in outbound sales and/or account management where you directly owned a book of accounts, managed prioritization, and were accountable for retention and growth
• 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 are goal-oriented and competitive in a healthy way you treat targets as a floor, not a ceiling, and enjoy going after stretch goals when you see an opportunity
• You bring strong AI fluency, or a clear eagerness to build it, and use new tools to improve efficiency, output, and impactwhile knowing when human judgment and connection matter most.