Merchant Success Manager, Verticals

Position: Merchant Success Manager, New Verticals

About the Team

The New Verticals team is redefining local commerce by expanding Door Dash 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 Door Dash 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 Door Dash 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

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…