Customer Success Manager, Large Enterprise

Uber; San Francisco (CA); On-site; USD 119,000 - 132,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits package

Job summary

Uber is seeking a Customer Success Manager to ensure merchant success and optimize operational health across our platform. You will lead business reviews with partners, monitor health metrics, and identify growth opportunities.

You will collaborate with Account Managers and Client Partners to tailor data-driven solutions and support upsell initiatives. In this role, you will drive product adoption, maintain strong client relationships, and advocate for customer needs across teams.

Qualifications

• 5+ years of experience in B2B operations (Sales, Customer Success, Account Management, or upper management retail/food industry).
• Bachelor's degree in Economics, Finance, Business Administration, or 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.
• Previous experience in consulting, account management, or a similar client-facing role.
• Basic proficiency in SQL, with the ability to adjust and refine queries as needed.

Responsibilities

• Own and run recurring client meetings with key stakeholders and plan business reviews with AMs.
• Monitor and analyze operational health metrics for existing partners.
• Identify gaps in restaurant performance and propose improvement solutions.
• Drive product adoption with data-supported recommendations and implement campaigns.
• Ensure customer retention and expansion by identifying upsell opportunities.
• Proactively identify issues and advocate for customer needs cross-functionally.
• Develop reporting and feedback on customer health, usage, and product improvements.

Skills

B2B operations

Account management

Consulting experience

SQL

Communication

Problem solving

Fast-paced environment

Education

Bachelor's degree in Economics, Finance, Business Administration, or related field

Tools

SQL

Job description

About the Role

As a Customer Success Manager (CSM), you will play a critical role in ensuring merchant success. This role is 70% focused on optimizing operational health (including a combination of operational efficiency, customer experience, and financial health) , and 30% on enabling and driving revenue growth by supporting upselling and cross-selling efforts (identifying and proposing growth opportunities) . The CSM collaborates closely with Client Partners and Account Managers, to analyze merchant performance, identify operational pain points, and recommend tailored solutions to merchants.

What will you do:

• Own and run recurring client meetings with key stakeholders. Plan, own, and run business reviews in coordination with AMs. travel as needed for key business meetings.
• Monitor and analyze operational health metrics for existing partners.
• Identify gaps in restaurant performance and propose solutions for improvement.
• Drive product adoption working with Account Managers to understand the merchants' business objectives and tailor new product recommendations supported by data analysis to help them achieve these goals. Execute on agreed plans (campaigns set up and post mortem reports).
• Ensure customer retention & expansion through regularly sharing an assessment of the merchant's adoption gaps and monitor overall operational health. Collaborate with the sales team to expand customer accounts by identifying, analyzing and / or pitching upsell or cross-selling new opportunities.
• Proactively identify potential issues and work to resolve them. Advocate for the customer's needs cross-functionally within the organization and relay any product or service feedback to relevant teams.
• Develop reporting and feedback providing regular reports on customer health, usage, and feedback to senior leadership. Offer feedback on product improvements based on customer needs and pain points.

Basic Qualifications

• At least 5 years of experience in B2B operations (Sales, Customer Success, Account Management, or upper management retail/food industry).
• 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.
• Previous experience in consulting, account management, or a similar client-facing role .
• Basic proficiency in SQL, with the ability to adjust and refine queries as needed.

Preferred Qualifications

• Operational Excellence - Ability to identify and optimize merchant processes.
• Analytical Thinking - Comfortable with data, insights, and performance metrics. Ability to translate data into actionable recommendations.
• Process Optimization - Proactively suggest tailored and scalable solutions to improve efficiency.
• Cross-Functional Collaboration - Ability to work cross-functionally and drive influence with multiple stakeholders.
• Excellent communication and relationship-building abilities.
• Demonstrate time management and organizational skills with the ability to multitask and prioritize based on impact.

For Chicago, IL-based roles: The base salary range for this role is USD $107,000 per year - USD $119,000 per year.

For Dallas, TX-based roles: The base salary range for this role is USD $107,000 per year - USD $119,000 per year.

For Miami, FL-based roles: The base salary range for this role is USD $107,000 per year - USD $119,000 per year.

For New York City, 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.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits. (https://jobs.uber.com/en/benefits/)

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form. (https://forms.gle/aDWTk9k6xtMU25Y5A?uclick_id=d56eb634-bfb9-455e-a50d-901b3de0490c)

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform