Strategic Enterprise Csm — Hybrid & Flexible Time Off

Experian; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Access to Learning and Development

Job summary

Experian is seeking a Customer Success Manager to oversee a portfolio of restaurant accounts across Australia and New Zealand within Uber Direct. You will drive launches, monitor performance, and translate data into actionable plans to grow direct delivery volume.

You will collaborate with Account Executives and product/engineering teams to ensure successful onboarding, adoption, and ongoing value delivery for merchants, while maintaining strong relationships with local and global stakeholders.

Qualifications

• 5+ years in B2B operations, customer success, account management, or retail/food management.
• Bachelor’s degree in Business, Finance, Economics, or equivalent practical experience.
• Comfortable working with operational and commercial metrics to drive decisions and deliver measurable outcomes.
• Track record of optimising end-to-end customer journeys to improve delivery reliability and merchant experience.
• Ability to discuss APIs, system integrations, and implementation dependencies with technical teams.
• Strong cross-functional influencer, adept at collaborating with local and global teams without direct authority.

Responsibilities

• Partner relationship management: Build long-term relationships with restaurant decision-makers across Australia and New Zealand, maintaining active account plans and leading business reviews with local and global stakeholders.
• Launch and integration management: Lead merchant onboarding and store rollouts by coordinating technical readiness, testing, and operational enablement with product and engineering teams.
• Performance and insights: Monitor key delivery and financial metrics using merchant dashboards, pinpointing performance gaps to deliver clear, actionable recommendations to partners and leadership.
• Growth and account planning: Collaborate with merchants to increase direct delivery volume, co-creating joint growth plans and supporting account executives during contract discussions.
• Cross-functional execution: Coordinate issue resolution across regional and global functions, surfacing recurring product or process gaps to drive ongoing improvements.

Skills

B2B operations

Customer success

Account management

Retail/food management

APIs & integrations

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree in Business/Finance/Economics

Job description

Customer Success Manager – Uber Direct

Location: North Sydney, Australia

Job Type: Full-time

Job Description

Uber Direct helps restaurant brands across Australia and New Zealand fulfil orders placed on their own channels through Uber's delivery network. As a Customer Success Manager, you will own a portfolio of restaurant accounts, serving as their key day-to-day contact and partner.

You will oversee operational health and portfolio growth by driving launches, performance reviews, product adoption, and issue resolution. Working alongside Account Executives and other key stakeholders, you will translate merchant data into actionable plans, shape commercial proposals from an operational perspective, and ensure execution delivers value for both partners and Uber.

Responsibility

• Partner relationship management: Build long-term relationships with restaurant decision-makers across Australia and New Zealand, maintaining active account plans and leading business reviews with local and global stakeholders.
• Launch and integration management: Lead merchant onboarding and store rollouts by coordinating technical readiness, testing, and operational enablement with product and engineering teams.
• Performance and insights: Monitor key delivery and financial metrics using merchant dashboards, pinpointing performance gaps to deliver clear, actionable recommendations to partners and leadership.
• Growth and account planning: Collaborate with merchants to increase direct delivery volume, co‑creating joint growth plans and supporting account executives during contract discussions.
• Cross‑functional execution: Coordinate issue resolution across regional and global functions, surfacing recurring product or process gaps to drive ongoing improvements.
• 5+ years in B2B operations, customer success, account management, or retail/food management.
• Bachelor’s degree in Business, Finance, Economics, or equivalent practical experience.
• Comfortable working with operational and commercial metrics to drive decisions and deliver measurable outcomes.
• Track record of optimising end‑to‑end customer journeys to improve delivery reliability and merchant experience.
• Ability to discuss APIs, system integrations, and implementation dependencies with technical teams.
• Strong cross‑functional influencer, adept at collaborating with local and global teams without direct authority.

Preferred Qualifications

• Experience managing enterprise/multi‑site restaurant, retail, or e‑commerce partnerships across ANZ.
• Background in last‑mile logistics, on‑demand delivery, marketplaces, or restaurant tech.
• Hands‑on data querying skills to support analysis and decision‑making.
• Strong presentation skills with experience leading business reviews and presenting to senior executives.

Location & Working Hours

Australia - (Sydney)

Full time

Benefits

• Long Service Award: Recognition for your dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

Equal Opportunity Employer

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.