Account Manager, SMB

jobr.pro; Los Angeles (CA); On-site; USD 35,927 - 52,899; Full time

Benefits offered by this job

401(k) plan with employer matching

16 weeks of paid parental leave

Medical, dental, and vision benefits

Paid time off and sick leave

Job summary

DoorDash is seeking a Merchant Success Manager to support and grow our SMB restaurant partners. You will manage relationships with approximately 75 merchants, guiding them to optimize their performance on our platform through data-driven strategies, high-volume outreach, and regular communication.

The ideal candidate has a strong background in client-facing sales roles, and is skilled at using data to inform decision-making. This position offers opportunities for commission and a comprehensive benefits package.

Qualifications

• 2+ years in client-facing sales roles, increasing customer satisfaction and retention.
• Experience in outbound sales and account management.
• Strong proficiency in Salesforce or similar CRM tools.

Responsibilities

• Manage a focused book of approximately 75 merchants.
• Make high-volume outbound dials to existing merchants.
• Deliver and present quarterly business reviews to merchants.

Skills

Client-facing sales experience

Customer satisfaction

Product adoption

Outbound sales

Account management

Empathy with customer needs

Data-driven decision making

Goal-oriented

AI fluency

Tools

Salesforce

Google Sheets

Microsoft Excel

Job description

About the Team

The Inside Account Management team is part of DoorDash’s SMB account management engine.

We are dedicated to the retention, satisfaction, and growth of 8,500+ high-Impact restaurant partners. From our hubs in Tempe and Chicago, our team ensures that our merchants understand how to maximize their visibility, optimize their operations, and thrive on DoorDash. We pride ourselves on being data-driven, collaborative, and deeply committed to championing small business success.

About the Role

As a Merchant Success Manager (MSM), you will play a critical role in supporting and growing DoorDash’s SMB restaurant partners. You will manage a focused book of approximately 75 merchants, building long-term relationships and helping restaurant owners improve their performance on the platform. Through consistent outbound calls, email outreach, and data-driven conversations, you will guide merchants on how to increase visibility, optimize their listings, adopt DoorDash products, and ultimately grow their revenue.

You’ll be accountable for hitting weekly and quarterly KPIs — including high-volume outbound activity (dials, talk time), strategic merchant calls, QBR delivery, and results tied to revenue, operational metrics, ads/promo adoption, and fair pricing conversations. This role is ideal for someone who enjoys fast-paced, high-volume merchant engagement, uses data to drive decisions, and feels energized by work that blends sales, account management, and portfolio-level strategy.

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

You’ll be excited about this opportunity because you will…

• Make high-volume outbound dials to existing merchants in your book of business (approximately 75 SMB restaurants), using a clear prioritization framework to decide where to focus your time and energy
• Establish goals and key performance indicators for your restaurant partners, and regularly review performance against those targets.
• Advise business owners on pricing, promotions, and product adoption (e.g., DashPass, Ads, promos) to achieve their revenue and margin goals, clearly explaining trade-offs.
• Communicate with merchants by phone and email on an ongoing basis to monitor performance, surface risks, and proactively 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
• Persist through slower periods or skeptical merchants — testing new approaches, refining talk tracks, and maintaining consistent activity even when results lag
• 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 2+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption
• You are comfortable being measured on both activity (dials, talk time, meetings) and outcomes (revenue, retention, product adoption) and can point to how you performed against your targets
• You have 2+ years of experience in Outbound Sales being held to DTT minimums
• You have 2+ years of experience in business operations or related setting
• You have experience in outbound sales and/or account management where you directly owned a book of accounts, managed prioritization, and were accountable for retention and growth
• 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
• You are goal-oriented and competitive in a healthy way — you treat targets as a floor, not a ceiling, and enjoy going after stretch goals when you see an opportunity
• You bring strong AI fluency, or a clear eagerness to build it, and use new tools to improve efficiency, output, and impact—while knowing when human judgment and connection matter most.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

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.

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).

National base pay range (US, Illinois & Colorado): $26.08 – $38.40 USD.

Total on-target earnings (base + commissions): $32.60 – $48 USD.