Customer Success Manager

Uber is hiring a Customer Success Manager to serve as a trusted partner to top merchant accounts on Uber Direct. The role focuses on improving merchant performance through operational excellence, data-driven guidance, and cross-functional collaboration. The goal is to drive growth, optimize processes, and build long-term merchant advocacy.

• Manage a portfolio of top merchant partners to drive growth, improve operational processes, and build advocacy for Uber Direct.
• Serve as the primary point of contact for merchants by addressing inquiries, resolving operational challenges, and providing timely, data-driven solutions.
• Collaborate with Business Development and Product teams to identify growth opportunities and support expansions, rollouts, and new initiatives.
• Define, track, and report account KPIs on weekly, monthly, and quarterly cadences, presenting results in MBRs and QBRs.
• Lead strategic discussions with Uber Direct leadership to develop and operationalize business processes that improve merchant outcomes.
• Travel up to 20% per quarter for business reviews and partner engagements.

• 5+ years of experience in customer success or strategic account/partner management, supporting both B2C and B2B businesses.
• 3+ years of experience in operations, strategy, or management consulting, with success driving growth through operational excellence.
• Experience collaborating with tech partners to onboard clients and scale their operations.
• Undergraduate degree (BA/BS).
• Preferred: ability to navigate complex operational challenges and implement scalable solutions.
• Preferred: expertise aligning merchant operations with strategic growth objectives and leveraging technology for process improvement.
• Preferred: advanced narrative creation and storytelling skills.
• Preferred: strong analytical, communication, and interpersonal skills; detail-oriented mindset.

• Travel: up to 20% per quarter.
• Compensation: eligible for Uber bonus program; may be offered equity and other compensation.
• Benefits: 401(k) eligibility and various benefits (see Uber benefits site for details).
• Salary ranges vary by US city (annual ranges provided); converted salary field reflects the average of the stated annual ranges converted to monthly USD.