Manager, Account Management

About DoorDash

DoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada. Founded in 2013, DoorDash empowers merchants to grow their businesses by offering on-demand delivery, data-driven insights, and better in-store efficiency, providing delightful experiences from door to door. By building the last-mile delivery infrastructure for local cities, DoorDash is bringing communities closer, one doorstep at a time.

About the Team

Inside Account Management (IAM) is a dynamic organization focused on ensuring the retention, satisfaction, and growth of our SMB merchant base. Our Merchant Success team is composed of Success Managers, team leads, and solutions professionals dedicated to delivering exceptional service and strategic guidance to our merchants. Located primarily in Phoenix, AZ, with additional teams in key locations, we prioritize a culture of collaboration, innovation, and merchant-first thinking. If you’re looking for a challenging and rewarding environment where you can make a real impact on the success of our merchants, we encourage you to apply!

About the Role

As a Manager within our Inside Account Management (IAM) team, you will oversee a group of 8-10 Success Managers, 1-2 Senior Success Managers, and 1 Team Lead, focusing on managing our entry-level merchant cohort. Your role is critical to supporting our SMB merchants, and you will play a pivotal role in driving customer retention, engagement, and growth for DoorDash's restaurant merchants. You'll also be responsible for ensuring your team delivers best-in-class service to our merchants, implementing strategies that promote long-term success for both our team members and our merchants.

You're excited about this opportunity because you will...

• Lead: Oversee a team of Success Managers and Team Leads who are responsible for managing our entry-level merchants and delivering customer retention, engagement, and growth.
• Coach: Provide daily mentorship and guidance to support your team, ensuring their personal development and professional growth. Drive performance through regular feedback and coaching sessions, and implement strategies to achieve team goals.
• Strategize: Develop and implement strategies for both short-term goal attainment and long-term success, ensuring that your team is aligned with departmental goals. Contribute to the broader department’s success by shaping initiatives that drive merchant satisfaction and growth.
• Collaborate: Work closely with cross-functional partners across DoorDash to ensure merchant needs are met and innovate on behalf of our merchants. Collaborate on projects that impact both the team’s effectiveness and merchant outcomes.
• Analyze: Leverage data and insights to make informed recommendations on strategy, operations, and overall team performance. Ensure strategies are data-driven and designed for optimal outcomes.
• Grow: Support the expansion of the team by interviewing, hiring, and training new team members, helping build a strong foundation for our IAM department.
• Innovate: Develop new processes and strategies to improve merchant retention, service delivery, and overall team efficiency. Be at the forefront of innovative approaches that drive merchant satisfaction.

We're excited about you because…

• You have 4+ years of experience in success management, account management, or post-sales roles within a fast-paced environment.
• You have 2+ years of experience leading a team of account or success management professionals.
• You have proven success in developing and executing strategies for client retention and engagement, especially within SMB or restaurant verticals.
• You have experience coaching and developing talent, helping teams hit performance targets while fostering personal growth.
• You thrive in a collaborative, cross-functional environment and are able to influence multiple stakeholders across different teams.
• You are comfortable working in a scaling environment, adapting to changes and implementing new ideas quickly and effectively.
• You are results-oriented, data-driven, and have strong problem-solving skills that help deliver top-notch service.
• You have excellent communication skills and experience managing cross-functional projects.

Nice to haves…

• Experience with Salesforce and project management tools.
• Experience with Excel, Google Suite products, and SQL/technical data reporting.
• Familiarity with post-sales, merchant strategy, or similar customer success functions

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 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.

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. $111,520—$164,000 USD

The total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado. $139,400—$205,000 USD

About DoorDash

At 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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.