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Head of Customer Success - Enterprise Regional

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Uber

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • New York

AI generated summary

  • You need 8+ years in strategic sales/account management with Enterprise clients, a relevant degree, strong communication skills, a data-driven mindset, and proficiency in CRM tools.
  • You will lead a team, manage key relationships, drive revenue growth, analyze performance metrics, solve problems, build stakeholder connections, and collaborate across teams to enhance customer partnerships.

Requirements

  • A minimum of 8+ years of relevant experience in strategic sales or account management with Enterprise clients (preferably in a tech, SaaS, advertising or retail media company).
  • Bachelor's degree in Economics, Finance, Business Administration, or a related field.
  • 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.
  • Proven track record of driving revenue growth and achieving targets.
  • Basic proficiency in SQL, with the ability to adjust and refine queries as needed.
  • Excellent listening, communication and relationship-building abilities. Experience managing high-value relationships and influence stakeholders, securing buy-in with senior external partners.
  • Proficiency in negotiation, forecasting, and problem-solving skills. Experience selling into or partnering with large, complex enterprise brands and organizations.
  • Organizational skills - you'll need to prioritize ongoing processes and projects simultaneously.
  • Data-driven decision mentality and sound business judgment through strong analytical thinking. Ability to translate data into insights and consult on core business objectives.
  • Track record of building and executing strategic sales/marketing plans (quarterly & annual).
  • Ability to work cross-functionally and manage multiple stakeholders.
  • Speed, resourcefulness, and a go-getter mentality. You are comfortable working in a fast-paced environment and navigating ambiguity.
  • Experience with CRM and analytics tools (e.g., Salesforce).
  • Proficiency in Microsoft Excel, Google Sheets, and reporting tools for data analysis.

Responsibilities

  • Lead a team of Customer Success Managers, ensuring the timely and accurate monitoring of merchant operational health, driving product adoption, executing on agreed plans, ensuring customer retention and expansion, and guiding them in the right direction to effectively identify and solve potential issues.
  • Co-own and manage relationships with key restaurant brands, developing and executing the strategy to achieve quarterly and annual growth goals.
  • Drive revenue growth by identifying upselling and cross-selling opportunities, expanding product adoption and communicating the value of our newest products with a lens of creativity to differentiate our offering.
  • Analyze performance metrics to identify growth opportunities and present data-driven recommendations to help partners optimize their performance.
  • Employ critical thinking and creative problem-solving skills to navigate relationships and difficult partner conversations performance.
  • Build strong relationships with senior stakeholders and key decision-makers both internally and externally.
  • Handle the big picture and the tiny details. You are organized, timely and ensure nothing gets missed; you are also attuned to high-level strategy and consistently come up with new ways to add value to existing partnerships.
  • Partner with cross-functional teams. Be the voice of the customer and effectively navigate internal processes with partners from various teams such as Product, Marketing, Operations, Legal, Finance, etc.

FAQs

What is the primary responsibility of the Head of Customer Success - Enterprise Regional?

The primary responsibility is to lead a team focused on optimizing operational health, driving revenue growth through upselling and cross-selling, and ensuring the ongoing success of Enterprise Partnerships.

What qualifications are required for this role?

A minimum of 8+ years of experience in strategic sales or account management with Enterprise clients, a Bachelor's degree in Economics, Finance, Business Administration, or a related field, and excellent communication and interpersonal skills are required.

Is proficiency in SQL necessary for this position?

Yes, basic proficiency in SQL is required, with the ability to adjust and refine queries as needed.

What are the preferred qualifications for the role?

Preferred qualifications include excellent listening and relationship-building abilities, proficiency in negotiation and problem-solving skills, organizational skills, data-driven decision-making mentality, and experience with CRM and analytics tools.

What is the salary range for this position?

The salary range varies by location, with a range of USD$136,000 to USD$151,500 per year for several cities, and USD$151,000 to USD$168,000 per year for New York and San Francisco.

Will I be eligible for a bonus or equity award?

Yes, you will be eligible to participate in Uber's bonus program, and may also be offered an equity award and other types of compensation.

What kind of team will I be leading in this role?

You will be leading a team of Customer Success Managers focused on monitoring merchant operational health, driving product adoption, and ensuring customer retention and expansion.

What cross-functional teams will I be collaborating with?

You will partner with cross-functional teams from Product, Marketing, Operations, Legal, Finance, and others.

Are data analysis skills important for this role?

Yes, the ability to translate data into insights and consult on core business objectives is critical for this position.

What is the work environment like for this role?

The work environment is fast-paced and constantly evolving, requiring a proactive and results-driven mindset.

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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