Director, SMB Account Management – New Verticals

DoorDash USA•Washington, DC

12h

About The Position

New Verticals is how DoorDash brings its mission to empower local economies to life beyond restaurants: connecting every local merchant to every local consumer. Our mission is to empower local economies by bringing the businesses in our communities online and helping them compete in a digital-first world. Across Convenience, Grocery, Alcohol, Retail, and emerging categories, we are connecting local merchants to local consumers, enabling everyday purchases through a single, trusted platform. But acquisition is only the beginning. Success in these categories depends on helping merchants grow and perform once they are on the platform. The SMB Account Management team owns that responsibility. We serve as strategic growth partners to our merchants, helping them digitize inventory, optimize their storefronts, adopt new products, and unlock incremental revenue. We also surface insights back to the business to shape how our products and go-to-market strategies evolve. New Verticals is one of DoorDash’s most important growth bets. We’ve scaled rapidly, but we’re still early in the journey. The categories are complex, the product suite is evolving, and the playbook is still being written, and this team is responsible for ensuring our merchants grow alongside us. As the Director of SMB Account Management for New Verticals, you will lead our Implementation and Account Management teams across SMB and select Mid-Market merchants. You will own both performance and sales org design, driving retention and growth outcomes while designing and refining the operating model that enables scale. Unlike more mature parts of the business, many of our systems, segmentation models, and processes are still evolving. You will create clarity, structure, and accountability in an environment where not everything is fully built. What we’re delivering to merchants is unique: a marketplace and platform ecosystem that enables customer acquisition, inventory digitization, advertising and fulfillment. The product suite continues to expand, requiring a leader who can operate effectively in ambiguity and translate evolving capabilities into merchant value. You will report into the Senior Director within our SMB Sales organization and partner closely with Sales, Merchant / Sales Strategy & Operations, Product, Engineering, Marketing, Finance and Support to ensure merchants succeed on our platform. You’re excited about this opportunity because you will… Build & Architect the Function Design and scale an SMB Account Management organization supporting X+ merchants across SMB and select Mid-Market segments, ensuring clear segmentation, coverage models, and manager-to-rep ratios that enable sustainable growth. Design role specialization, segmentation, and coverage models as the business scales. Build durable processes and operating rhythms while maintaining speed and agility. Balance long-term infrastructure building with near-term performance delivery. Lead Through Ambiguity Translate high-level strategy into actionable team plans. Navigate evolving product capabilities and shifting priorities. Provide clarity and direction in environments where inputs may be imperfect. Make pragmatic decisions without waiting for perfect information. Drive Merchant Growth & Performance Own and deliver against quarterly and annual performance targets including retention rate, gross order volume growth, product adoption, and incremental revenue across the SMB portfolio Own retention, engagement, revenue growth, and product adoption across SMB merchants. Develop repeatable motions for activation, upsell, cross-sell, and new product rollout. Surface voice-of-merchant insights to inform product and go-to-market improvements. Be a Cross-Functional Connector Influence across Merchant Strategy, Sales Ops, Product, Finance, Engineering, Support, HR, and Recruiting. Close the distance between frontline teams and central functions. Build strong internal networks to unblock constraints and accelerate progress. Operate effectively in a matrixed organization without relying on formal authority. Lead & Develop Leaders Hire, coach, and develop high-performing managers and frontline teams. Build a culture of ownership, resilience, and accountability. Raise the bar on performance while maintaining strong team engagement. Contribute to broader SMB Sales leadership initiatives. Org Size: 60+ FTE and 2 Vendors representing ~50 Contract Workers Direct + Indirect: Manager of Manager role with 4 Directs Leaders + 7 Managers/LTs + rest as reps

Requirements

8+ years of progressive experience in sales, account management, merchant success, or related go-to-market leadership roles.
5+ years leading managers and scaled frontline teams.
Experience growing SMB and/or Mid-Market accounts in high-growth, evolving environments.
Proven track record of achieving or exceeding performance goals while building infrastructure.
Strong cross-functional leadership experience within matrixed organizations.
Acute understanding of sales operations, performance management, and process design.
Demonstrated ability to manage multiple complex initiatives simultaneously.
Ability to effectively interface from C-suite executives to frontline reps.
Comfort with core sales and CRM tooling (e.g., Salesforce, reporting dashboards, productivity tools).

Nice To Haves

Experience building or scaling a business, vertical, or product (0→1 or 1→10 experience preferred).

Responsibilities

Design and scale an SMB Account Management organization supporting X+ merchants across SMB and select Mid-Market segments, ensuring clear segmentation, coverage models, and manager-to-rep ratios that enable sustainable growth.
Design role specialization, segmentation, and coverage models as the business scales.
Build durable processes and operating rhythms while maintaining speed and agility.
Balance long-term infrastructure building with near-term performance delivery.
Translate high-level strategy into actionable team plans.
Navigate evolving product capabilities and shifting priorities.
Provide clarity and direction in environments where inputs may be imperfect.
Make pragmatic decisions without waiting for perfect information.
Own and deliver against quarterly and annual performance targets including retention rate, gross order volume growth, product adoption, and incremental revenue across the SMB portfolio
Own retention, engagement, revenue growth, and product adoption across SMB merchants.
Develop repeatable motions for activation, upsell, cross-sell, and new product rollout.
Surface voice-of-merchant insights to inform product and go-to-market improvements.
Influence across Merchant Strategy, Sales Ops, Product, Finance, Engineering, Support, HR, and Recruiting.
Close the distance between frontline teams and central functions.
Build strong internal networks to unblock constraints and accelerate progress.
Operate effectively in a matrixed organization without relying on formal authority.
Hire, coach, and develop high-performing managers and frontline teams.
Build a culture of ownership, resilience, and accountability.
Raise the bar on performance while maintaining strong team engagement.
Contribute to broader SMB Sales leadership initiatives.

Benefits

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)
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance
a mental health program
flexible paid time off/vacation, plus 80 hours of paid sick time per year
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)