Customer Success Manager

About the Team

The Inside Account Management team is dedicated to retention, satisfaction, and growth of our SMB merchant partners. We’re a team of sales, account management, and solutions professionals predominantly located in Phoenix, AZ.

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. 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 trainings, offsites, team-building events, and other business related necessity. 

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 necessity

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 sales, preferably outbound dials
• You have 1+ years of experience in business operations or related setting
• You have experience in prior 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

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. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on June 20, 2024.

Please see the independent bias audit report covering our use of Covey here.