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Role Description

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.

You’re excited about this opportunity because you will…

• 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.

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
• 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

Requirements

• 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

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.

The national base pay range for this position within the United States, including Illinois and Colorado:

• $176,800 — $260,000 USD

The total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado:

• $221,000 — $325,000 USD

Benefits

• Comprehensive benefits package 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
• Medical, dental, and vision benefits
• 11 paid holidays
• Disability and basic life insurance
• Family-forming assistance
• Mental health program

For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.

For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked and paid sick time accrued at 1 hour for every 30 hours worked.