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Customer Success Manager

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Uber

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • San Francisco

AI generated summary

  • You need 5+ years in customer success, 3+ in operations or consulting, a BA/BS, strong analytical skills, and a passion for tech-driven growth in B2C and B2B environments.
  • You will manage top merchants, resolve inquiries, track KPIs, lead business reviews, collaborate on growth initiatives, and travel for partner engagements.

Requirements

  • 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).
  • 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.

Responsibilities

  • 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.

FAQs

What does the Customer Success Manager role at Uber Direct involve?

The Customer Success Manager serves as a trusted partner to merchants, helping them scale operations, optimize performance, and grow their presence on Uber Direct. The role involves managing a portfolio of merchant partners, addressing inquiries, resolving operational challenges, and collaborating with various teams to implement business processes.

What qualifications are required for this role?

Candidates should have 5+ years of experience in customer success or strategic account management, with a focus on B2C and B2B businesses, and 3+ years in operations, strategy, or management consulting. An undergraduate degree (BA/BS) is also required.

Are there any preferred qualifications for this position?

Yes, preferred qualifications include experience in navigating complex operational challenges, expertise in aligning merchant operations with strategic growth objectives, a passion for leveraging technology to improve processes, strong analytical skills, and demonstrated success in fostering B2C and B2B relationships.

Will there be travel involved in this position?

Yes, the role requires travel up to 20% per quarter for recurring business reviews and partner engagements.

What are the salary ranges for this position?

The base salary range varies by location: for Chicago, Dallas, and Miami, it's USD$107,000 - USD$119,000 per year; for New York and San Francisco, it's USD$119,000 - USD$132,000 per year.

What types of compensation can employees expect?

Employees are eligible to participate in Uber's bonus program, may be offered an equity award and other types of compensation, and are provided various benefits as well.

What is the work environment like for this role?

The work environment is dynamic and fast-paced, requiring individuals to maintain focus and composure while navigating complexities and challenges.

What type of relationships will the Customer Success Manager build?

The role emphasizes building meaningful and trust-based relationships with merchant partners, internal teams, and other stakeholders to foster long-term success.

Are there opportunities for growth in this role?

Yes, the Customer Success Manager position focuses on growth and strategy, allowing candidates to collaborate on joint strategies that contribute to long-term merchant success.

Is there a specific focus on technology in this position?

Yes, candidates should have a passion for leveraging technology to drive process improvement and partner success within their merchant operations.

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Uber

We reimagine the way the world moves for the better.

Technology
Industry
10,001+
Employees
2009
Founded Year

Mission & Purpose

We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now. The idea for Uber was born on a snowy night in Paris in 2008, and ever since then our DNA of reimagination and reinvention carries on. We’ve grown into a global platform powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.

Culture & Values

  • Go get it

    Bring the mindset of a champion. Our ambition is what drives us to achieve our mission. How we define a champion mindset isn’t based on how we perform on our best days, it’s how we respond on the worst days. We hustle, embrace the grind, overcome adversity, and play to win for the people we serve. Because it matters.

  • Trip obsessed

    Make magic in the marketplace. The trip is where the marketplace comes to life. The earner, rider, eater, carrier and merchant are the people who connect in our marketplace - and we see every side. This requires judgment to make difficult trade-offs, blending algorithms with human ingenuity, and the ability to create simplicity from complexity. When we get the balance right for everyone, Uber magic happens.

  • Build with heart

    We care. We work at Uber because our products profoundly affect lives and we care deeply about our impact. Putting ourselves in the shoes of the people who connect in our marketplace helps us build better products that positively impact our communities and partners. Our care drives us to perfect our craft.

  • Stand for safety

    Safety never stops. We embed safety into everything we do. Our relentless pursuit to make Uber safer for everyone using our platform will continue to make us an industry leader for safety. We know the work of safety never stops, yet we can and will challenge ourselves to always be better for the communities we serve.

  • See the forest and the trees

    Know the details that matter. Building for the intersection of the physical and digital worlds at global scale requires seeing the big picture and the details. Knowing the important details can change the approach, and small improvements can compound into enormous impact over time.

  • One Uber

    Bet on something bigger. It’s powerful to be a part of something bigger than any one of us, or any one team. That’s why we work together to do what’s best for Uber, not the individual or team. We actively support our teammates, and they support us - especially when we hit the inevitable bumps in the road. We say what we mean, disagree and commit, and celebrate our progress, together.

  • Great minds don't think alike

    Diversity makes us stronger. We seek out diversity. Diversity of ideas. Identity. Ethnicity. Experience. Education. The more diverse we become, the more we can adapt and ultimately achieve our mission. When we reflect the incredible diversity of the people who connect on our platform, we make better decisions that benefit the world.

Benefits

  • Comprehensive Healthcare

  • Flexible Work

  • Uniquely Uber

  • Health & Wellness