Merchant Success Manager, New Verticals
About The Position
As a Merchant Success Manager (MSM), you will own the success, growth, and retention of a portfolio of our non-restaurant merchants. You’ll act as a trusted advisor to business owners — helping them optimize their DoorDash presence, improve day-to-day operations, and identify opportunities to grow revenue and performance. You’ll manage a book of accounts and lead regular business check-ins, address product or operational issues, and recommend data-driven strategies that help merchants grow. This role is directly accountable for merchant revenue and quality, requiring a balance of relationship management, operational problem-solving, and commercial execution. On New Verticals, change is the norm – and our best Regional Merchant Leads turn constant change into an advantage. You’ll operate with autonomy, bring structure to emerging opportunities, contribute to strategic initiatives, support rollouts, and iterate quickly as categories evolve. You’ll report to a Manager within the New Verticals Account Management organization and work closely with cross-functional partners across Sales, Product, and Operations. We expect this role to be flexible with time spent remote or from a DoorDash office. You will need the ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities.
Requirements
- 3+ years of experience in account management, customer success, sales, or a related client-facing role
- Proven ability to drive retention, product adoption, and revenue growth within a book of business
- Comfort with outbound, phone-based engagement and high-volume merchant communication
- Strong analytical skills and confidence using data to shape recommendations
- A customer-first mindset with empathy for small business owners
- Ability to operate effectively in fast-changing, ambiguous environments
- Highly organized, proactive, and able to manage multiple priorities
Nice To Haves
- Bilingual in Spanish is a plus, but not required
Responsibilities
- Own merchant success and retention: Manage a large book (100+ accounts) of SMB merchants, driving engagement, satisfaction, and long-term retention
- Drive revenue growth: Identify and execute upsell opportunities through outbound phone and email outreach
- Act as a strategic advisor: Partner with merchants to understand their goals and recommend strategies that improve revenue, visibility, and operational performance
- Lead business reviews: Conduct regular check-ins and quarterly business reviews to assess performance, highlight opportunities, and align on next steps
- Navigate change with confidence: Adapt quickly to evolving categories, tools, and priorities while helping merchants do the same
- Use data to guide decisions: Analyze merchant performance and marketplace metrics to inform recommendations and measure impact
- Collaborate cross-functionally: Partner with internal teams to support product rollouts, test new strategies, and improve how we support merchants at scale
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
