Account Manager, Restaurants

About the Team

The Inside Account Management team is part of Door Dash’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 Door Dash. We pride ourselves on being data-driven, collaborative, and deeply committed to championing small business success.

As a Merchant Success Manager (MSM), you will play a critical role in supporting and growing Door Dash’s SMB restaurant partners. You will manage a high volume book of ~500 merchants, building long-term relationships and helping restaurant owners improvise 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 Door Dash products, and ultimately grow their revenue.

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

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.

• Make outbound dials to existing merchants from your book of business (500+ accounts) to upsell them on Door Dash products and marketing spend
• Establish goals and key performance indicators for current Door Dash partners (SMB restaurant merchants)
• Advise business owners on promotions and spending to achieve their revenue goals
• Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals
• Deliver and present quarterly business reviews ("Q ") that review a brand’s partnership with Door Dash, 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
• Ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities

• You have 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption
• You have 1+ years of experience in Outbound Sales being held to DTT minimums
• You have 1+ years of experience in business operations or related setting
• You have experience in prior Outbound sales, account management, portfolio management, or related roles
• 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

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

We use Covey as part of the 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.

At Door Dash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful…