Customer Success Manager, SMB

About The Team

The Inside Account Management team is part of DoorDash’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 DoorDash.

We pride ourselves on being data-driven, collaborative, and deeply committed to championing small business success.

About The Role

As a Merchant Success Manager (MSM), you will play a critical role in supporting and growing DoorDash’s SMB restaurant partners. You will manage a focused book of approximately 75 merchants, building long‑term relationships and helping restaurant owners improve 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 DoorDash products, and ultimately grow their revenue.

You’ll be accountable for hitting weekly and quarterly KPIs — including high‑volume outbound activity (dials, talk time), strategic merchant calls, QBR delivery, and results tied to revenue, operational metrics, ads/promo adoption, and fair pricing conversations. This role is ideal for someone who enjoys fast‑paced, high‑volume merchant engagement, uses data to drive decisions, and feels energized by work that blends sales, account management, and portfolio‑level strategy. 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… Make high‑volume outbound dials to existing merchants in your book of business (approximately 75 SMB restaurants), using a clear prioritization framework to decide where to focus your time and energy Establish goals and key performance indicators for your restaurant partners, and regularly review performance against those targets. , DashPass, Ads, promos) to achieve their revenue and margin goals, clearly explaining trade‑offs. Communicate with merchants by phone and email on an ongoing basis to monitor performance, surface risks, and proactively support progress toward their goals.