Customer Success Manager
Uber · Dallas, TX
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- On site
- Full-time
- $119,000 / year
- Dallas, TX
Job highlights
- Manage top merchant partners for Uber Direct growth.
- Resolve merchant issues with data-driven solutions.
- Collaborate on new initiatives and expansions.
- Track KPIs and present business reviews.
- Develop processes to enhance merchant outcomes.
About the role
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.
- Customer Success
- Account Management
- Partnership Management
- B2B/B2C Relationships
- Operational Excellence
- Strategic Planning
- Data Analysis
- Problem-Solving
- Communication
- Merchant Growth
Skills & topics
- Customer Success Manager
- Account Management
- Partner Management
- B2B Sales
- Client Relations
- SaaS
- Operations Management
- Business Development
- Growth Strategy
- Client Success
How to get hired
- Tailor your resume: Highlight 5+ years in customer success and 3+ years in operations/consulting, emphasizing B2B/B2C experience and growth through operational excellence.
- Showcase problem-solving: Provide examples of navigating complex challenges and implementing scalable solutions for merchants.
- Demonstrate strategic thinking: Detail your experience in developing joint strategies and aligning merchant operations with growth objectives.
- Prepare for behavioral questions: Be ready to discuss how you thrive in dynamic environments, challenge the status quo, and lead with empathy.
- Research Uber's values: Align your application and interview responses with Uber's focus on growth, innovation, and partnerships.
Technical preparation
Master CRM and account management tools.,Practice data analysis and KPI reporting.,Develop strategic account planning skills.,Prepare to discuss technology integration.
Behavioral questions
Describe a time you thrived in ambiguity.,How do you challenge the status quo?,Share an example of leading with empathy.,Discuss a successful joint growth strategy.
Frequently asked questions
- What are the key responsibilities of a Customer Success Manager at Uber?
- As a Customer Success Manager at Uber, you will manage a portfolio of top merchant partners, drive their growth, improve their operational processes, and act as their primary point of contact. You'll also collaborate with internal teams on new initiatives, define and track KPIs, and lead strategic discussions to enhance merchant outcomes.
- What is the required experience for the Customer Success Manager role at Uber?
- Uber requires at least 5 years of experience in customer success or strategic account/partner management, with a focus on both B2C and B2B businesses. Additionally, 3 years in operations, strategy, or management consulting is needed, along with an undergraduate degree.
- What kind of analytical and communication skills are important for this role?
- Strong analytical skills with a detail-oriented mindset are crucial for tracking KPIs and delivering data-driven solutions. Excellent communication and interpersonal abilities are also essential for leading strategic discussions, building relationships with merchants, and collaborating with internal teams.
- Does the Customer Success Manager role at Uber involve travel?
- Yes, the role requires travel up to 20% per quarter for recurring business reviews and partner engagements, indicating a need for flexibility and on-site client interaction.
- What are the preferred qualifications for an Uber Customer Success Manager?
- Preferred qualifications include proven ability to navigate complex operational challenges, expertise in aligning merchant operations with growth, a passion for using technology for process improvement, strong narrative creation skills, and demonstrated success in fostering B2B relationships for scalable growth.
- What is the salary range for a Customer Success Manager in Chicago, IL at Uber?
- For Chicago, IL-based roles, the base salary range for this position is USD $107,000 - $119,000 per year, in addition to potential bonuses, equity, and benefits.
- How does Uber utilize AI in its recruiting process for roles like Customer Success Manager in Canada?
- For Canadian roles, Uber may use AI tools to assist in the recruiting process. However, Uber employees retain the final decision-making authority for all hiring selections.