Customer Success Manager

About the Role

As a Customer Success Manager, you’ll serve as a trusted partner to our merchant base, helping them scale and optimize their operations while growing their presence on Uber Direct. Collaborating closely with sales, operations, product, and technical teams, you’ll implement and refine critical business processes to elevate merchant performance. We’re looking for candidates who:

1. Thrive in Dynamic Environments: You maintain focus and composure in fast-paced, ambiguous situations. Whether solving new challenges or navigating change, you embrace complexity with enthusiasm.
2. Challenge the Status Quo: You approach strategic problems with curiosity and data-driven analysis. You’re comfortable voicing innovative solutions to improve outcomes, whether with internal teams or merchant executives.
3. Lead with Empathy: You understand the value of diversity and prioritize building meaningful connections with peers and partners.
4. Focus on Growth and Strategy: You recognize that strong relationships rely on trust and operational excellence. You collaborate to create joint strategies that foster long-term merchant success.

What the Candidate Will Do

1. Manage a portfolio of top merchant partners, driving growth, improving operational processes, and transforming them into advocates for Uber Direct.
2. Act as a key point of contact for merchants, addressing inquiries, resolving operational challenges, and delivering timely, data-driven solutions.
3. Collaborate with Business Development and Product teams to identify growth opportunities and support expansions, rollouts, and new initiatives.
4. Define and track account KPIs (weekly, monthly, quarterly) and present them in Merchant Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
5. Lead strategic discussions with Uber Direct leadership to develop and operationalize key business processes that enhance merchant outcomes.
6. Travel up to 20% per quarter for recurring business reviews and partner engagements.

Basic Qualifications

1. 5+ years of experience in customer success or strategic account/partner management, with a focus on both B2C and B2B businesses.
2. 3+ years in operations, strategy, or management consulting, with proven success driving growth through operational excellence.
3. Experience collaborating with tech partners to onboard clients and scale their operations effectively.
4. Undergraduate degree (BA/BS).

Preferred Qualifications

1. Proven ability to navigate complex operational challenges and implement scalable solutions.
2. Expertise in aligning merchant operations with strategic growth objectives.
3. A passion for leveraging technology to drive process improvement and partner success.
4. Advanced level output in narrative creation and storytelling
5. Strong analytical skills with a detail-oriented mindset, paired with excellent communication and interpersonal abilities.
6. Demonstrated success in fostering both B2C and B2B relationships, with an emphasis on scalable growth strategies.

For Canada-based roles: Uber may use artificial intelligence (AI) tools to support parts of our recruiting process; however, Uber employees make the ultimate selection and hiring decisions. This advertisement relates to a current, existing vacancy.

For Chicago, IL-based roles: The base salary range for this role is USD$107,000 per year - USD$119,000 per year.

For Dallas, TX-based roles: The base salary range for this role is USD$107,000 per year - USD$119,000 per year.

For Miami, FL-based roles: The base salary range for this role is USD$107,000 per year - USD$119,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$119,000 per year - USD$132,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$119,000 per year - USD$132,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.