Merchant Success Manager, New Verticals at DoorDash USA

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Mar, 26

Salary

39.52

Posted On

27 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account Management, Customer Success, Sales, Analytical Skills, Data-Driven Strategies, Relationship Management, Operational Problem-Solving, Revenue Growth, Communication, Adaptability, Organization, Proactivity, Empathy, Bilingual

Industry

Software Development

Description

About the Team The New Verticals team is redefining local commerce by expanding DoorDash beyond restaurants into Grocery, Convenience, Liquor, Retail, Flowers, and more. We build meaningful partnerships with standout local and regional merchants, helping them grow and meet customers where they are. Stationed regionally, we move fast, think creatively, and lead the charge in developing new categories across the U.S. Together, we’re shaping a platform that gives consumers access to more of what they need, when they need it. About the Role 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. You’re excited about this opportunity because you will… 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 We’re excited about you because you have… 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 Bilingual in Spanish is a plus, but not required Compensation Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location. In addition to base salary, the compensation for this role includes opportunities for sales commission. Talk to your recruiter for more information. DoorDash cares about you and your overall well-being. That’s why we offer a 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. To learn more about our benefits, visit our careers page here. See below for paid time off details: For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year. For hourly roles: 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). The national base pay range for this position within the United States, including Illinois and Colorado. $23.52—$39.52 USD The total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado. $29.40—$49.40 USD About DoorDash At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial connection.

Responsibilities

The Merchant Success Manager will own the success, growth, and retention of a portfolio of non-restaurant merchants, acting as a trusted advisor to help them optimize their DoorDash presence. Responsibilities include managing accounts, conducting business reviews, and recommending strategies for revenue growth.