About the Role
As a Customer Success Manager (CSM), you will drive customer success by overseeing the operational health of existing restaurant accounts and identifying opportunities to expand and grow partnerships.
You will work closely with both internal and external stakeholders—including Account Managers and restaurant partners—to understand their goals, support their success, and maximize the value they gain from our solutions. This role is central to building long-term relationships and ensuring customers achieve meaningful business outcomes.
What You’ll Do
- Operational Performance & Growth; Monitor and follow up on action plans to improve operational metrics. Identify and unlock growth opportunities across both commercial strategy and merchant operations.
- Customer Support & Advocacy; Proactively identify potential challenges and work cross-functionally to resolve them. Serve as a trusted advocate for customers, sharing structured feedback on product launches and operational improvements with relevant internal teams.
- Reporting & Insights; Provide regular updates on customer health and performance. Translate data and customer feedback into actionable recommendations that support product and process enhancements.
- Relationship Management; Build and maintain strong relationships with key customer stakeholders. Partner closely with Account Managers to support operational, integration, and account initiatives—taking ownership of project follow-up and execution.
- Product Adoption & Value Creation; Understand each customer’s business objectives and recommend tailored product solutions backed by data insights to help them achieve measurable results.
- Retention & Expansion; Assess adoption gaps and monitor overall operational health to drive long-term retention and identify expansion opportunities.
- Location Growth; Identify onboarding opportunities and collaborate with merchants to activate all eligible service locations.
Basic Qualifications
- At least 3 years of relevant commercial and operational experience
- Bachelor’s degree in Business Administration, Marketing, International Business, Industrial Engineering, or a related field
- Strong stakeholder management and negotiation skills, with experience collaborating toward shared goals
- Excellent written and verbal communication skills
- Growth-oriented mindset, with the ability to analyze business levers and test opportunities through structured experimentation
- Comfortable taking initiative in a fast-paced, evolving environment, with a flexible and solutions-oriented approach
- Professional proficiency in English
Preferred Qualifications
- Relationship Building & Client Management; Ability to build trust, deeply understand client needs, and maintain long-term partnerships while proactively identifying opportunities and mitigating risks.
- Strategic & Analytical Thinking; Experience interpreting data, identifying trends, and translating insights into clear recommendations that drive business outcomes.
- Cross-Functional Collaboration; Clear and persuasive communicator who works effectively with Sales, Product, Marketing, and Operations teams to deliver customer impact.
- SQL experience is a nice plus!
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 fuelds progress. What moves us, moves the world - let’s move it forward, together.
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.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.