Team Lead, Long-Tail Inside Account Management

About the Team

On the Restaurant Success team, we develop DoorDash partners to capture engagement, growth, and performance on our platform. We will establish success and build a plan to reach new heights, while accommodating the variable needs of our partners.

About the Role

We're looking for a Team Lead, Long-Tail Inside Account Management to coach and develop a team of vendor partner reps focused on supporting existing DoorDash merchants across Canada. In this role, you'll ensure your team delivers exceptional service and strategic value to merchants driving satisfaction, retention, and incremental growth.

You'll collaborate with Vendor Team Leads and internal stakeholders to build playbooks, train on account management best practices, and equip our teams with the tools to help merchants adopt new products and maximize value from the DoorDash platform.

This position reports to the Manager, Long Tail Restaurant Success within our Restaurant Success Organization. The role will be hybrid, based in Toronto, with occasional travel to vendor sites as required.

You're excited about this opportunity because you will...

• Lead, coach, and develop a team of vendor partner reps managing existing Canadian merchant accounts.
• Ensure account managers provide world-class service, helping merchants strengthen performance and grow on the platform.
• Partner with Vendor Leads to improve call quality, process efficiency, and adoption of new tools and programs.
• Analyze data and feedback to identify opportunities for merchant growth and operational improvement.
• Build and refine training materials, playbooks, scripts, and templates to help vendor reps excel in their roles.
• Collaborate cross-functionally with internal teams such as Merchant Strategy, Operations, and Marketing to align initiatives that support merchant success across Canada.
• Drive consistency in account management quality and performance across different vendor sites and regions.

• You have 2+ years of experience in account management, customer success, or sales, with a focus on relationship-building and retention.
• You're a motivational leader who enjoys coaching others and driving team success.
• You're comfortable working in a fast-paced, evolving environment.
• You're collaborative, empathetic, and solutions-oriented when facing challenges.
• You have strong analytical and communication skills, and can use data to guide decision-making.
• You're proficient with tools like Salesforce, Google Workspace, Outreach, and Slack.
• You enjoy leveraging AI to make your work more efficient.
• Bilingual proficiency in English and French is a plus.