Customer Success Manager, Global (Annual Plan)

Job description

About the Role The Uber Direct team is seeking a sharp, highly motivated individual to join our Global Delivery Partnerships team, focused on managing and expanding relationships with major global restaurant partners, including brands such as McDonald’s, Domino’s, Yum! Brands, RBI, and others. As a Customer Success Manager, you will have a client-facing role, driving partnership growth and operational excellence across key accounts.

You will collaborate cross-functionally with Partner Engineering, Operations, Product, Marketing, and Territory teams to optimize performance and deliver meaningful value for both Uber and its partners. Who are we looking for? Someone who has shown success in building best-in-class partnerships with complex brands and developing deep executive-level relationships. Our ideal candidate is passionate about logistics and Uber and thrives in a fast-paced, cross-functional environment.

Uber Direct is a technical, API-based product, so the ideal candidate is someone looking to grow their technical skills.

What You Will Do

Onboard new brands using Uber Direct. Understand recommendations for API or aggregator launches. Drive operational success by using internal data and our reliability team to identify insights and actions that improve delivery timeliness and completion rates. Build relationships with C-level executives and key decision-makers within partner organizations. Bring your analytical A-game. Develop business models and analyses to understand trends, and track initiative impact against our goals.

Beyond reviewing dashboards, you’ll conduct quantitative deep dives to identify opportunities and translate data into insights. Handle the big picture and the tiny details. You are organized and timely, ensuring nothing gets missed; you are also attuned to high-level strategy and consistently find new ways to contribute 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.

As a part of our Global team, you’ll identify, share, and implement best practices across markets. Expand product adoption. Clearly communicate the value of our newest products with a lens of creativity to differentiate our offerings. Drive initiatives. You will lead and support key initiatives across our team to drive growth for our restaurant partners at scale. This involves wearing many hats and jumping in to help teammates when needed.

Employ critical thinking and creative problem-solving skills to navigate relationships and difficult partner conversations. What you'll need Minimum of 5 years of full-time professional experience in a client-facing role working with a large enterprise and/or mid-market brands. Professional proficiency (B2–C1 or native equivalent) in written and spoken English and Spanish. Proven experience operating in a regional or multi-country role, preferably across LATAM.

Bonus points Proven success engaging with large, complex enterprise organizations and global brands. Combines analytical rigor with executive presence to translate data into clear narratives that drive alignment and informed decision-making among senior stakeholders. Strong customer advocacy mindset, with the ability to translate customer insights into actionable internal initiatives. Track record of designing and executing strategic sales plans that deliver measurable results.

Experience in project management and/or consulting roles is a plus. Bachelor's degree or equivalent experie