Director, SMB Account Management – New Verticals

About the Role

As the Director of SMB Account Management for New Verticals, you will lead our Implementation and Account Management teams across SMB and select Mid-Market merchants.

You will own both performance and sales org design, driving retention and growth outcomes while designing and refining the operating model that enables scale. Unlike more mature parts of the business, many of our systems, segmentation models, and processes are still evolving. You will create clarity, structure, and accountability in an environment where not everything is fully built.

What we’re delivering to merchants is unique: a marketplace and platform ecosystem that enables customer acquisition, inventory digitization, advertising and fulfillment. The product suite continues to expand, requiring a leader who can operate effectively in ambiguity and translate evolving capabilities into merchant value.

You will report into the Senior Director within our SMB Sales organization and partner closely with Sales, Merchant / Sales Strategy & Operations, Product, Engineering, Marketing, Finance and Support to ensure merchants succeed on our platform.

You’re excited about this opportunity because you will…

Build & Architect the Function

• 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.

Lead Through Ambiguity

• 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.

Drive Merchant Growth & Performance

• 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.

Be a Cross-Functional Connector

• 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.

Lead & Develop Leaders

• 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.
• Org Size: 60+ FTE and 2 Vendors representing ~50 Contract Workers
• Direct + Indirect: Manager of Manager role with 4 Directs Leaders + 7 Managers/LTs + rest as reps

We’re excited about you because…

• 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.
• Multi Loc: Hubs in AZ, Chicago, NYC with some remote workers for MidMarket Territories
• 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).

About You

• You’re a builder at heart. You create structure where it doesn’t exist and improve what’s already in motion.
• You’re comfortable with ambiguity. Ambitious goals and evolving infrastructure energize you.
• You’re detail-oriented but not a perfectionist. You know when precision matters and when speed wins.
• You can see around corners. You anticipate downstream impacts and manage complex interdependencies.
• You are DoorDash-first. You embody “one team, one fight” and operate with ownership and optimism.
• You’re an empathetic leader. You deliver results while building inclusive, high-performing teams.

We expect this position to be filled by 5/15/2026.

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 of the audit may be viewed here: Covey

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 equity grants and 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.