[Remote] Director, SMB Account Management – New Verticals

Note: The job is a remote job and is open to candidates in USA. DoorDash is a technology and logistics company focused on empowering local economies by connecting local merchants to consumers. The Director of SMB Account Management for New Verticals will lead the implementation and account management teams, driving retention and growth outcomes while designing scalable operating models for the SMB and Mid-Market segments.

Responsibilities

• Design and scale an SMB Account Management organization supporting X+ merchants across SMB and select Mid-Market segments, ensuring clear segmentation, coverage models, and manager-to-rep ratios that enable sustainable growth
• Design role specialization, segmentation, and coverage models as the business scales
• Build durable processes and operating rhythms while maintaining speed and agility
• Balance long-term infrastructure building with near-term performance delivery
• Translate high-level strategy into actionable team plans
• Navigate evolving product capabilities and shifting priorities
• Provide clarity and direction in environments where inputs may be imperfect
• Make pragmatic decisions without waiting for perfect information
• Own and deliver against quarterly and annual performance targets including retention rate, gross order volume growth, product adoption, and incremental revenue across the SMB portfolio
• Own retention, engagement, revenue growth, and product adoption across SMB merchants
• Develop repeatable motions for activation, upsell, cross-sell, and new product rollout
• Surface voice-of-merchant insights to inform product and go-to-market improvements
• Influence across Merchant Strategy, Sales Ops, Product, Finance, Engineering, Support, HR, and Recruiting
• Close the distance between frontline teams and central functions
• Build strong internal networks to unblock constraints and accelerate progress
• Operate effectively in a matrixed organization without relying on formal authority
• Hire, coach, and develop high-performing managers and frontline teams
• Build a culture of ownership, resilience, and accountability
• Raise the bar on performance while maintaining strong team engagement
• Contribute to broader SMB Sales leadership initiatives

Skills

• 8+ years of progressive experience in sales, account management, merchant success, or related go-to-market leadership roles
• 5+ years leading managers and scaled frontline teams
• Experience growing SMB and/or Mid-Market accounts in high-growth, evolving environments
• Proven track record of achieving or exceeding performance goals while building infrastructure
• Experience building or scaling a business, vertical, or product (0→1 or 1→10 experience preferred)
• Strong cross-functional leadership experience within matrixed organizations
• Acute understanding of sales operations, performance management, and process design
• Demonstrated ability to manage multiple complex initiatives simultaneously
• Ability to effectively interface from C-suite executives to frontline reps
• Comfort with core sales and CRM tooling (e.g., Salesforce, reporting dashboards, productivity tools)

Benefits

• Opportunities for equity grants
• Sales commission
• 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)
• Medical, dental, and vision benefits
• 11 paid holidays
• Disability and basic life insurance
• Family-forming assistance
• Mental health program
• Flexible paid time off/vacation, plus 80 hours of paid sick time per year for salaried 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) for hourly roles
• 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) for hourly roles
• Premium healthcare
• Wellness expense reimbursement
• Paid parental leave

Company Overview

Company H1B Sponsorship