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 (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.

Basic Qualifications

• 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

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
• 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

For Chicago, IL-based roles: The base salary range for this role is USD$107,000 per year - USD$119,000 per year. For New York, 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. More details can be found at the following link https://jobs.uber.com/en/benefits., For Chicago, IL-based roles: The base salary range for this role is USD$107,000 per year - USD$119,000 per year. For New York, 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. More details can be found at the following link https://jobs.uber.com/en/benefits.