About the Team

The New Verticals Account Management team is dedicated to the retention, satisfaction, and growth of our SMB merchants. We’re a team of sales, account management, and solutions professionals. New Verticals is an exciting, fast evolving part of the company where we build strategies for our newest business lines. Predominantly located in Phoenix, Arizona, we are now expanding our team into Canada.

About the Role

The Merchant Success Manager is responsible for a merchant's retention, engagement, satisfaction, and revenue with DoorDash. You will cultivate our relationships with SMB business owners while helping them craft successful partnerships with DoorDash. For your book of accounts, you will conduct business check-ins, improve operations, troubleshoot product-related bugs, recommend growth strategies, and ensure satisfaction and retention. This role is goaled on merchant revenue and quality.

You will focus on Liquor merchants throughout Canada. The role may also work with US merchants and other non-restaurant verticals. As Liquor Canada is a new business segment, this role will test new strategies to help us build the future of the program.

You will report to a Sales Manager on our New Verticals Account Management team. This role will be remote with the ability to travel for team training and offsites.

You’re excited about this opportunity because you will…

• Make outbound dials to existing merchants from your book of business (100+ accounts) to upsell them on DoorDash products and quality improvements
• Establish goals and key performance indicators for current DoorDash partners (SMB liquor 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
• Test strategies in new business lines for DoorDash to help us develop future state
• Enjoy the ambiguity, frequent change, and unbuilt structure that come with new and growing business segments
• 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…

Must have

• You have 5+ years of experience in client-facing sales or account management roles, increasing customer satisfaction, retention, and product adoption
• You have experience analyzing data to identify opportunities and present results
• You have experience in outbound upselling over the phone
• You demonstrate empathy with customer needs and adapt to meet their unique goals
• You have experience collaborating with cross-functional teams

Nice to have

• You have experience in new and ambiguous roles with little structure, such as startups or adolescent business lines
• You have experience using Salesforce or similar CRM tools
• You are versed in using Google Sheets to organize your lead lists or book of business

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