About the Role
As a Customer Success Manager (CSM), you will be responsible for driving customer success by managing all aspects of merchant operations health within existing Restaurants Accounts and enabling upselling opportunities to drive growth.
You will work closely with internal and external clients (Uber Account Manager and Restaurants), to understand their needs, help them achieve their goals, and maximize the value they get from our offerings. Your role is pivotal in building long-term relationships with customers and ultimately ensuring their success with our solutions.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Ensure follow-up on action plans to improve operational metrics, while analyzing and identifying growth opportunities—not only within the commercial strategy but also across merchant operations.
- Customer Support and Advocacy: Proactively identify potential issues and work to resolve them. Advocate for the customer's needs cross-functionally within the organization and report feedback on internal product launches to the relevant teams.
- Reporting and Feedback: Provide regular reports on customer health. Offer feedback on product improvements based on customer needs and pain points.
- Relationship Management: Build and maintain strong relationships with key customer stakeholders. Support the Account Manager (AM) in following up on operational, integration, and account support opportunities, taking the lead on each project.
- Driving Product Adoption: Work with customers to understand their business objectives and tailor new product recommendations supported by data analysis to help them achieve these goals.
- Customer Retention & Expansion: Regularly share an assessment of the merchant's adoption gaps and monitor overall operational health.
- Customer Location Growth: Identify onboarding opportunities and collaborate with Merchant to activate all serviceable locations.
---- Basic Qualifications ----
- Bachelor’s degree in a business-related field such as Administration, Marketing, International Business, Ind. Engineering or similar.
- At least 5+ years of relevant commercial and operational experience.
- Good negotiation skills and strong stakeholder management. You will meet and work on a shared goal with key partners and account managers.
- Excellent written and verbal communication skills.
- Growth-focused mindset - knowing how to meticulously unpack the key levers for growing a business through keen analysis and experimentation.
- Ability to take initiative in a constantly-changing work environment and a willingness to adopt a generalist mindset.
- English proficiency required.
---- Preferred Qualifications ----
- Relationship Building & Client Management: Ability to build trust, understand client needs, maintain long-term relationships, and proactively identify opportunities or risks.
- Strategic & Analytical Thinking: Skill in interpreting data, identifying trends, and translating insights into recommendations that drive business outcomes.
- Communication & Cross-Functional Collaboration: Clear, persuasive communication—both written and verbal—and the ability to work effectively with internal teams (sales, product, marketing, operations) to deliver on client goals.
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.