Director, Inside Account Management

DoorDash USA•New York, NY

4d•Hybrid

About The Position

In Inside Account Management (IAM) we drive DoorDash market share and restaurant revenue growth for our SMB merchants. We prioritize merchant retention, growth strategy, and product adoption to gain new levels of success for DoorDash and our restaurant partners. Via an inside account management model, our team leverages products, optimizations, and engagement strategies to procure long-term merchant growth. We are at the forefront of integrating AI tools and automation into our workflows to unlock new levels of team productivity and merchant impact. The IAM team is approximately 60 strong, primarily based in Phoenix with additional team members in Chicago. We’re looking for a Director, Inside Account Management who will lead our nationwide IAM organization within the SMB Post Sales team. You will report to our Senior Director in the Merchant Management organization, driving merchant retention and growth strategy for the inside segment. You will oversee a team of approximately 60—including Senior Managers, Team Leads, and Success Managers—who own books of business spanning thousands of high-value SMB merchants. You will develop our strategic advantage: deepening partnerships and increasing product portfolio adoption across our SMB merchant base. You will set the vision for how the team operates, improve the way we work, and accelerate our people plans. A critical part of this role is championing AI tools and technology to accelerate productivity, improve merchant insights, and scale our ability to serve thousands of merchants with greater speed and precision. You will work cross-functionally with Merchant Operations, Strategy & Ops, Sales Operations, Product, Marketing, Analytics, and Finance to influence the merchant experience and achieve revenue goals. This role can sit anywhere in the US but requires monthly travel to our Phoenix and Chicago offices.

Requirements

10+ years of experience in sales, account management, client services, strategy, business development, operations, analytics, consulting, or related fields
5+ years managing teams with demonstrated experience managing managers
Client-facing or account management/sales experience with a track record in GTM strategies and initiative execution
Experience leading cross-functional initiatives that connect team members across a larger mission and organization
Background in the restaurant industry, small or large business sales, or high-growth tech environments
A strong point of view on how AI and technology can transform sales team productivity, and eagerness to put that into practice
You thrive in ambiguity, constantly learning new skills and providing creative solutions
You own your role with accountability and a collaborative mindset, accepting nothing less than your best every day

Nice To Haves

Experience in or adjacent to the 3PD space (POS, Delivery, FoodTech, etc.)
Experience leading inside sales or inside account management organizations at scale
Hands-on experience deploying AI tools (e.g., AI-assisted CRM workflows, copilots, or automation platforms) within a sales or account management organization

Responsibilities

Lead & Build: Manage an organization of Senior Managers, Team Managers, and Success Managers focused on growing merchant relationships across every US region. Set the bar for performance standards, coach your leaders, and regularly engage with merchants to understand pain points and create system-wide solutions.
Drive Growth & Goal Attainment: Own OKR attainment at the department level. Build and execute strategies to maximize revenue, retention, and product adoption. Achieve quarterly targets and be measured on your ability to propel sales, retention, and operational excellence.
Influence & Partner: Work across Merchant Strategy & Ops, Sales Ops, Product, Marketing, Analytics, and Finance to improve the merchant experience. Navigate complex, multi-stakeholder environments and embody our one-team-one-fight mentality, especially with our outside account management and account development partners.
Strategize: Develop go-to-market plans that promote mutual outcomes for merchants and DoorDash. Build resources to evaluate the costs and benefits of engagement and retention programs. Improve, scale, and automate tools that inform deeper merchant insights.
Develop Your People: Build programs to grow your leaders and their teams. Work with People Business Partners to maximize performance and engagement simultaneously. Cultivate a positive, high-accountability environment across the department.
Leverage AI & Technology: Champion AI tools and automation across IAM to step-change team productivity and merchant outcomes. Identify opportunities to apply AI to merchant outreach, data analysis, account prioritization, and coaching.
Find & Lead 0-to-1 Opportunities: Use data and merchant feedback to guide decisions on in-store marketing, new product pilots, and initiative launches. Help find product-market fit and scale new offerings within IAM.

Benefits

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)
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance
a mental health program