Account Manager, Platform Innovation

DoorDash USA•Los Angeles, CA

12d•Remote

About The Position

This is a generalist account management role for someone who wants to operate as more than a relationship manager. You'll own a portfolio of strategic merchants, run their cadence end-to-end, build the strategic playbook that grows their business with us, and represent their voice inside DoorDash. You'll be on calls with founders one hour, pulling data to back up a recommendation the next, and writing a product brief the hour after. The merchant base is sophisticated and the bar is high - we're hiring for someone who can show up and partner with multi-location operators on day one.

Requirements

3-5+ years of experience in strategic account management, customer success, or related customer-facing roles at a B2B company.
Owned a book of merchants who depend on your work.
Demonstrated comfort with data - spreadsheets at scale, dashboards, basic SQL, and a strong instinct for spotting when a number doesn't make sense.
Clear, concise written and verbal communication. You can hold a strategic conversation with a founder, write an email that respects their time, and brief a senior internal stakeholder without padding.
High agency. You take ownership of outcomes, not activities. You operate without a playbook when needed. You make decisions and recover from mistakes.
Industry empathy. You've worked closely with merchant operators and you understand the stakes of running a real business with real margins.
Curiosity and fluency with AI tools. You've used modern AI assistants at a working level and you're excited to operate in a heavily AI-augmented environment.
Comfort in ambiguity. The team and product are evolving fast - that's a feature for you, not a bug.

Nice To Haves

Restaurant or hospitality background (either as an operator or restaurant tech).

Responsibilities

Own a portfolio of strategic merchant accounts.
Run weekly and biweekly cadences.
Build trust quickly.
Become the operator your merchants pick up the phone for.
Drive measurable revenue growth for your portfolio through specific, contextualized recommendations - promotions, marketing campaigns, channel optimization, expansion strategy.
Defend account health through proactive, data-driven monitoring.
Spot risk early. Act on it.
Translate merchant voice into product and engineering work.
Capture verbatim feedback. Synthesize patterns. Write briefs that ship.
Partner cross-functionally with Sales, S&O, Launch, Support, Engineering, and Product.
Be the connective tissue.
Use and improve a heavily AI-augmented operational toolkit.
Build process where there isn't any.
Shape the function as it is still being developed.