Customer Success Manager, Global (Annual Plan)

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