Director, Inside Account Management

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.
About the Role

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.
Responsibilities

Lead & Build:

Manage an organization of Senior Managers, Team Managers, and Success Managers focused on growing merchant relationships across every US region. Set performance standards, coach leaders, and 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 the ability to propel sales, retention, and operational excellence.
Influence & Partner:

Work with Merchant Strategy & Ops, Sales Ops, Product, Marketing, Analytics, and Finance to improve the merchant experience. Navigate complex, multi‑stakeholder environments and embody the one‑team‑one‑fight mentality, especially with 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 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.
Qualifications

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.
Thrives in ambiguity, constantly learning new skills and providing creative solutions.
Owns role with accountability and a collaborative mindset, accepting nothing less than best effort every day.
Nice to Have

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.
Benefits

DoorDash provides a comprehensive benefits package to all regular employees, including 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. Additional benefits include medical, dental, and vision coverage, 11 paid holidays, disability and basic life insurance, family‑forming assistance, and a mental health program.
EEO Statement

We are committed to growing and empowering a more inclusive community within our company, industry, and cities. We hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. No employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. We also strive to prevent other subtler forms of inappropriate behavior. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce and encourage applicants from all backgrounds to apply.

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