About the Team

The New Verticals Success Management team works with SMB merchants in DoorDash’s newest business lines including Liquor and Flowers. Success Management is dedicated to the satisfaction, growth, and retention of merchants who use DoorDash for their deliveries. 

About the Role

We are looking for a Merchant Success Manager to join our team to engage with our merchants in our New Verticals business. The Merchant Success Manager is responsible for a merchant's retention, engagement, satisfaction, and revenue with DoorDash. You will cultivate our relationships with SMB business owners while helping them craft successful partnerships with DoorDash. For your book of accounts, you will conduct business check-ins, improve operations, troubleshoot product-related bugs, recommend growth strategies, and ensure satisfaction and retention. This role is goaled on merchant revenue and quality.

You will focus on Liquor or Flowers merchants, and report to the Sales Manager on our New Verticals 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 training, offsites, team-building events, and other business related necessity.  

You’re excited about this opportunity because you will…

• Build a new component of our Post Sales team, focusing on supporting non-restaurant partners
• Deliver quarterly business reviews that highlight key wins and opportunities
• Mitigate instances of churn, while identifying and supporting new store expansions
• Communicate with partners via phone and email in support of business objectives
• Advocate internally for how to best solve our merchant’s objectives

We’re excited about you because… 

• You have 3 years of experience in sales, customer success, or account management
• You have 2 years of experience in client-facing roles focused on increasing customer satisfaction, retention, and/or product adoption
• You have experience using Salesforce or similar CRM tools
• You have experience analyzing data to identify opportunities and present results
• You have experience in outbound upselling over the phone
• You demonstrate empathy with customer needs and adapt to meet their unique goals
• You have experience collaborating with cross-functional teams
• Bilingual in Spanish is a plus

Applications for this position are accepted on an ongoing basis

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

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 in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey