About the Role
As a Customer Success Manager (CSM) on the GDP Delivery team, you will play a critical role in ensuring merchant success across Uber's delivery platform. This role sits at the intersection of operations, data, and relationship management - you will use performance insights and operational expertise to drive real business outcomes for our merchant partners.
The CSM is 70% focused on optimizing operational health - including operational efficiency, customer experience, and financial health - and 30% on enabling and driving revenue growth by supporting upselling and cross-selling efforts in close partnership with Account Managers (AMs).
You will own merchant operational health end-to-end: diagnosing performance gaps, designing data-backed solutions, driving product adoption, and serving as a trusted advisor to your portfolio of merchant partners. You will work cross-functionally to advocate for your merchants and continuously improve our platform.
What You'll Do
- Operational Optimization: Serve as a trusted operational advisor to merchants - diagnosing performance gaps, recommending Uber-backed solutions (e.g., POS integrations, menu optimization), and tracking key metrics like defect rate, uptime, and fulfillment speed to drive continuous improvement.
- Performance & Insights: Monitor merchant performance using existing dashboards and reporting tools; lead QBR preparation and translate insights into clear recommendations for AMs and senior leadership.
- Product Adoption & Engagement: Drive adoption of Uber's product suite (e.g., POS endpoints implemented) by developing tailored approaches and supporting pilot programs that increase feature utilization and merchant satisfaction.
- Collaboration with Account Managers: Partner closely with AMs to share merchant feedback, align on account strategy, and run joint business reviews. Travel as needed for key client meetings.
- Retention & Churn Prevention: Proactively identify at-risk storefronts, develop retention plans, and advocate cross-functionally to resolve issues before they escalate.
Basic Qualifications
- At least 4 years of full time experience
- Experience in B2B operations - Sales, Customer Success, Account Management, or upper management in retail/food industry
- Bachelor's degree
Preferred Qualifications
- Experience in consulting, account management, or a similar client-facing role
- Experience in food delivery, third-party marketplaces, or high-growth tech companies
- Proficiency in SQL, with the ability to pull and interpret data to support analysis and decision-making
- Excellent communication, negotiation, and organizational skills - able to present
- Demonstrated experience using performance metrics and customer insights to inform decisions and drive business outcomes
- Analytical ability- Comfortable working with data and performance metrics; ability to translate insights into clear, actionable recommendations for merchants and internal stakeholders
- Operational Excellence - Proven ability to identify merchant process inefficiencies and design scalable, data-backed solutions
- Process Optimization - Proactively suggests and implements tailored solutions to improve efficiency at scale
- Cross-Functional Collaboration - Strong ability to work across functions and drive influence with multiple stakeholders at varying levels of seniority
For Chicago, IL-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 San Francisco, CA-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](https://jobs.uber.com/en/benefits).
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.
