Merchant Success Manager, Restaurants

About The Team

In Inside Account Management (IAM) we drive DoorDash market share and restaurant revenue growth for our SMB merchants. We prioritize incremental order volume and value at the deepest, incremental level, to gain new levels of success for DoorDash and the restaurant owners who are our partners. Our team leverages products, optimizing options, and experience establishing communication and engagement with prospects to procure long-term growth, for the longevity of our merchants and the DoorDash platform.

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.

This is a

hybrid role

based in the specified cities above, with some time in office and some time remote. You will need the ability to travel as needed for in-person collaboration through trainings, offsite, team-building events, and other business-related necessities.

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

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 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption

You have 1+ years of experience in Outbound Sales being held to DTT minimums

You have 1+ years of experience in business operations or related setting

You have experience in prior Outbound 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

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

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 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.

$22.88

—

$38.40 USD

The total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado.

$28.60

—

$48 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.

Our Commitment to Diversity and Inclusion

We’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 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 or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.