Telecommut
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.
- 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
- 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
