Manager – Account Management

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

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