Customer Success Manager, Global (Annual Plan)

Job description

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 (eg POS end points 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

• 5 years of experience in B2B operations — Sales, Customer Success, Account Management, or upper management in retail/food industry
• Bachelor's degree in Economics, Finance, Business Administration, or a related field
• 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

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