About the Role
As a Customer Success Manager (CSM), you will play a critical role in ensuring merchant success. This role is 70% focused on optimizing operational health (including a combination of operational efficiency, customer experience, and financial health), and 30% on enabling and driving revenue growth by supporting upselling and cross-selling efforts (identifying and proposing growth opportunities). The CSM collaborates closely with Client Partners and Account Managers, to analyze merchant performance, identify operational pain points, and recommend tailored solutions to merchants.
What You'll Do
- Own and run recurring client meetings with key stakeholders. Plan, own, and run business reviews in coordination with CPs/AMs. travel as needed for key business meetings.
- Monitor and analyze operational health metrics for existing partners.
- Identify gaps in restaurant performance and propose solutions for improvement.
- Drive product adoption working with Client Partners and Account Managers to understand the merchants’ business objectives and tailor new product recommendations supported by data analysis to help them achieve these goals. Execute on agreed plans (campaigns set up and post mortem reports).
- Ensure customer retention & expansion through regularly sharing an assessment of the merchant's adoption gaps and monitor overall operational health. Collaborate with the sales team to expand customer accounts by identifying, analyzing and / or pitching upsell or cross-selling new opportunities.
- Proactively identify potential issues and work to resolve them. Advocate for the customer's needs cross-functionally within the organization and relay any product or service feedback to relevant teams.
- Develop reporting and feedback providing regular reports on customer health, usage, and feedback to senior leadership. Offer feedback on product improvements based on customer needs and pain points.
Basic Qualifications
- At least 4 years of experience in B2B operations (Sales, Customer Success, Account Management, or upper management retail/food industry).
- Bachelor's degree in Economics, Finance, Business Administration, or a related field.
- Basic proficiency in SQL, with the ability to adjust and refine queries as needed.
Preferred Qualifications
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
- Creative thinker with a passion for problem-solving and driving innovation.
- Ability to thrive in a fast-paced and constantly evolving environment, with a proactive and results-driven mindset.
- Previous experience in consulting, account management, or a similar client-facing role.
- Operational Excellence – Ability to identify and optimize merchant processes.
- Analytical Thinking – Comfortable with data, insights, and performance metrics. Ability to translate data into actionable recommendations.
- Process Optimization – Proactively suggest tailored and scalable solutions to improve efficiency.
- Cross-Functional Collaboration – Ability to work cross-functionally and drive influence with multiple stakeholders.
- Excellent communication and relationship-building abilities.
- Demonstrate time management and organizational skills with the ability to multitask and prioritize based on impact.
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 New York, NY-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.