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:

• 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.
• 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.
• Lead with Empathy: You understand the value of diversity and prioritize building meaningful connections with peers and partners.
• 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

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

Basic Qualifications

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

Preferred Qualifications

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

Key skills/competency:

• Customer Success
• Account Management
• Partnership Management
• B2B/B2C Relationships
• Operational Excellence
• Strategic Planning
• Data Analysis
• Problem-Solving
• Communication
• Merchant Growth