Remote Merchant Success Manager – New Verticals (Alcohol, Flowers & Grocery) – Customer Growth & Retention Specialist

Why Join DoorDash? – A Visionary Platform Transforming Local Economies

DoorDash is more than a delivery service; it is a technology‑driven marketplace that empowers local businesses, connects communities, and redefines how consumers access everyday goods. From humble beginnings as a door‑to‑door food delivery platform, we have expanded into a multi‑category ecosystem that now includes alcohol, fresh flowers, grocery, and many other essential categories. Our mission—to empower local economies—guides every decision we make, and our teams are encouraged to think boldly, iterate quickly, and own outcomes that matter.

As a member of the New Verticals team, you will play a pivotal role in shaping the future of non‑restaurant merchant partnerships. You’ll work at the intersection of sales, product, support, and operations, helping merchants thrive in emerging categories that are reshaping the consumer experience. If you love building from the ground up, championing partner success, and driving measurable revenue growth, this is the place where your impact will be felt daily.

About the New Verticals Team – Pioneering Growth in Alcohol, Flowers & Grocery

The New Verticals team is a fast‑moving, cross‑functional group dedicated to acquiring, nurturing, and scaling merchants in DoorDash’s newest categories. Our focus spans three high‑potential verticals:

• Alcohol – Partnering with licensed retailers to bring an extensive selection of wines, spirits, and craft beers directly to consumers' doors.
• Flowers – Enabling florists to delight customers with same‑day bouquets, arrangements, and gifting services.
• Grocery – Supporting supermarkets, specialty food stores, and local markets in delivering fresh produce and pantry staples.

Our team works hand‑in‑hand with Merchant Experience, Product, Sales Operations, and senior leadership to develop playbooks, operational frameworks, and data‑driven strategies that drive sustainable growth. Collaboration is at the heart of everything we do, and you’ll have access to the full suite of DoorDash resources to ensure merchant success.

Role Overview – What It Means to Be a Merchant Success Manager in New Verticals

As a Merchant Success Manager, you will be the primary advocate and strategist for our non‑restaurant merchant partners. You will own the post‑sale lifecycle, from onboarding and training to performance optimization and expansion planning. Your goal is to create a frictionless experience that maximizes partner satisfaction, reduces churn, and uncovers new revenue opportunities across our alcohol, flower, and grocery categories.

Reporting directly to the New Verticals Manager, you will enjoy a clear career path with opportunities to progress into senior leadership roles, product strategy, or specialized vertical expertise. The position offers a blend of remote flexibility and occasional travel for in‑person collaborations, training sessions, and team‑building events.

Key Responsibilities – Driving Success at Every Stage of the Merchant Journey

• Onboarding & Enablement: Guide new merchants through the platform integration process, delivering comprehensive training on order management, inventory updates, and compliance requirements specific to regulated categories such as alcohol.
• Quarterly Business Reviews (QBRs): Prepare and present data‑rich QBRs that highlight wins, identify pain points, and outline actionable growth plans tailored to each merchant’s objectives.
• Churn Mitigation & Expansion: Proactively monitor performance metrics, intervene early to resolve issues, and recommend expansion opportunities—including new locations, product assortments, and promotional initiatives.
• Cross‑Functional Collaboration: Partner with Product, Support, Marketing, and Sales Ops to relay merchant feedback, influence roadmap decisions, and secure resources that enhance partner outcomes.
• Strategic Advocacy: Serve as the internal voice of the merchant, championing solutions that align with partner goals while balancing DoorDash’s broader business objectives.
• Data‑Driven Decision Making: Leverage Salesforce, internal analytics tools, and marketplace data to track KPIs, generate insights, and forecast growth trends.
• Community Building: Foster a sense of community among merchants through webinars, best‑practice sharing sessions, and peer networking events.
• Compliance Management: Ensure all merchant activities adhere to legal and regulatory standards, particularly for age‑restricted categories like alcohol.

Essential Qualifications – The Foundations of Success

• Minimum 2 years of experience in sales, customer success, or account management, preferably within a high‑growth, tech‑enabled environment.
• At least 1 year of client‑facing experience focused on driving customer satisfaction, retention, and product adoption.
• Proficiency with Salesforce or comparable CRM platforms, including pipeline management, reporting, and data entry best practices.
• Demonstrated ability to empathize with customers, understand their unique challenges, and tailor solutions accordingly.
• Comfort with a remote work setting, coupled with strong self‑management and communication skills.
• Willingness to travel occasionally for in‑person meetings, training sessions, and team events.

Preferred Qualifications – What Sets Top Candidates Apart

• Experience managing accounts in regulated verticals such as alcohol, pharmaceuticals, or food‑service industries.
• Background in e‑commerce, marketplace platforms, or logistics, providing insight into the end‑to‑end merchant lifecycle.
• Track record of achieving or exceeding revenue targets through strategic account growth.
• Advanced data analysis skills using tools like SQL, Tableau, or Looker to extract actionable insights.
• Certifications in customer success methodologies (e.g., CCSM, SuccessHACKER).
• Fluency in a second language, especially Spanish, to support a diverse merchant base.

Core Skills & Competencies – The DNA of a High‑Performing Merchant Success Manager

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and design long‑term growth strategies for partners.
• Communication Excellence: Clear, concise, and persuasive writing and speaking skills, adaptable to both executive‑level stakeholders and day‑to‑day merchant contacts.
• Problem Solving: Quick identification of root causes and deployment of effective solutions under tight timelines.
• Relationship Building: Genuine curiosity about partners’ businesses, fostering trust and loyalty over time.
• Project Management: Organization and tracking of multiple initiatives simultaneously, ensuring timely delivery of milestones.
• Data Literacy: Comfort interpreting dashboards, spotting trends, and translating data into actionable recommendations.
• Adaptability: Thrive in a fast‑changing environment, pivoting strategies based on emerging insights or regulatory updates.

Career Growth & Learning – Your Pathway to Leadership

DoorDash invests heavily in the professional development of its people. As a Merchant Success Manager, you will have access to:

• Mentorship Programs: Pairing with senior leaders across product, operations, and sales for guidance and skill acceleration.
• Learning Stipends: Annual budget for courses, certifications, conferences, and industry events.
• Internal Mobility: Clear pathways to senior manager, director, or specialist roles within New Verticals or adjacent teams.
• Leadership Training: Participation in DoorDash’s “Rise” leadership academy, focused on coaching, strategic influence, and people management.
• Cross‑Functional Exposure: Rotational opportunities with Product, Marketing, and Analytics to broaden business acumen.

Work Environment & Culture – A Collaborative, Inclusive, and Remote‑First Ecosystem

Our culture celebrates curiosity, collaboration, and commitment to impact. Key pillars of our workplace include:

• Remote‑First Flexibility: Employees enjoy the autonomy to work from anywhere while staying connected through virtual collaboration tools.
• Inclusive Community: DoorDash champions diversity and equitable representation, fostering an environment where every voice is heard and valued.
• Innovation Mindset: Teams are encouraged to experiment, iterate quickly, and share learnings across the organization.
• Well‑Being Focus: Programs for mental health, physical wellness, and work‑life balance are embedded in our benefits suite.
• Celebration of Success: Regular recognition events, milestone celebrations, and peer‑to‑peer shout‑outs keep morale high.

Compensation, Perks & Benefits – Competitive Pay with a Holistic Rewards Package

DoorDash offers a market‑aligned base salary, complemented by performance‑based commissions and equity grants. While exact numbers will vary by location, the pay structure is designed to reward both individual achievement and team success.

Benefits include:

• Health Coverage: Comprehensive medical, dental, and vision plans for employees and their families.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Paid Time Off: Generous vacation, sick leave, paid parental leave, and paid holidays.
• Wellness Programs: Mental‑health resources, wellness reimbursements, and employee assistance programs.
• Family‑Forming Assistance: Support for adoption, surrogacy, and fertility treatments.
• Commuter Benefits: Stipends for transit, rideshare, or parking, even for remote employees who occasionally travel to the office.
• Equity Participation: Opportunity to own a piece of DoorDash’s growth through stock options or RSUs.
• Learning & Development: Access to internal learning platforms, external courses, and industry conferences.

Our Commitment to Diversity, Equity & Inclusion

We believe that a truly innovative organization reflects the diversity of the communities it serves. DoorDash is committed to building a workforce where every individual—regardless of race, gender, sexual orientation, disability, veteran status, or any other protected characteristic—feels respected, valued, and empowered to bring their whole selves to work.

Our DEI initiatives include:

• Employee Resource Groups (ERGs): Communities for women, LGBTQIA+, veterans, parents, and more.
• Bias‑Aware Hiring: Structured interview processes and diverse interview panels to reduce unconscious bias.
• Inclusive Policies: Benefits that support family formation, gender‑affirming care, and flexible work arrangements.
• Continuous Learning: Training on inclusive leadership, cultural competency, and allyship.

We encourage candidates from underrepresented backgrounds to apply and are proud to be an equal‑opportunity employer.

Application Process – How to Take the Next Step

If you are ready to shape the future of merchant success in DoorDash’s most exciting verticals, we invite you to submit your application today. Please include a tailored résumé and a brief cover letter that highlights your relevant experience and why you are passionate about championing non‑restaurant merchants.

Our recruitment team will review applications on an ongoing basis and reach out to qualified candidates for a virtual interview. Should you require any accommodations during the hiring process, please let us know and we will gladly provide support.

Join the Team – Make an Impact from Day One

This is an extraordinary opportunity to join a high‑performing group at a pivotal point in DoorDash’s evolution. You will have the autonomy to design processes, the resources to execute ambitious growth plans, and the mentorship to accelerate your career. If you are a proactive, data‑driven, relationship‑focused professional who thrives in a dynamic, remote‑first environment, we would love to hear from you.

Apply now and become a catalyst for success in DoorDash’s New Verticals!