Customer Success Manager, Global (Annual Plan)

About the Role

Uber is hiring a Customer Success Manager for its GDP Delivery team in New York, NY. In this position, you will help merchant partners succeed on the delivery platform by combining operational know-how, analytical thinking, and relationship management. The role is centered on improving merchant outcomes through insights, process improvements, and close collaboration with internal teams.

The job is weighted 70% toward strengthening operational health, which includes efficiency, customer experience, and financial performance, and 30% toward supporting revenue growth through upselling and cross-selling in partnership with Account Managers.

You will take ownership of merchant operational performance from start to finish. That includes identifying gaps, building solutions based on data, encouraging product adoption, and acting as a reliable advisor to your assigned merchants. The role also requires cross-functional partnership to represent merchant needs and help improve the platform.

What You Will Do

• Act as the main operational advisor for merchants, uncovering performance issues, suggesting Uber-supported fixes such as POS integrations or menu improvements, and monitoring metrics like defect rate, uptime, and fulfillment speed.
• Review merchant performance through existing dashboards and reporting tools, prepare for quarterly business reviews, and turn findings into practical recommendations for Account Managers and senior leaders.
• Encourage adoption of Uber’s product offerings, including POS endpoint implementations, by creating tailored engagement plans and supporting pilot initiatives that improve usage and merchant satisfaction.
• Work closely with Account Managers to exchange merchant feedback, align on account strategy, and participate in joint business reviews. Travel may be required for important client meetings.
• Spot merchants or storefronts at risk of churn, build retention plans, and work across teams to resolve issues early.

Basic Qualifications

• Minimum of 4 years of full-time experience.
• Background in B2B operations such as Sales, Customer Success, Account Management, or senior-level roles in retail or food-related businesses.
• Bachelor’s degree.

Preferred Qualifications

• Experience in consulting, account management, or another client-facing role.
• Exposure to food delivery, marketplace businesses, or fast-growing technology companies.
• Working knowledge of SQL for extracting and analyzing data to support decisions.
• Strong written and verbal communication, negotiation, and organizational ability.
• Ability to use performance data and customer feedback to guide decisions and improve business results.
• Comfort with analytics and translating data into clear, actionable guidance for merchants and internal teams.
• Experience identifying operational inefficiencies and creating scalable, data-informed solutions.
• Ability to recommend and implement process improvements that increase efficiency at scale.
• Strong cross-functional collaboration skills and the ability to influence stakeholders at different levels.

Compensation and Benefits

For New York, NY-based roles, the annual base salary range is USD 119,000 to USD 132,000. For Chicago, IL-based roles, the annual base salary range is USD 107,000 to USD 119,000. For San Francisco, CA-based roles, the annual base salary range is USD 119,000 to USD 132,000.

Full-time employees in the US may be eligible for Uber’s bonus program, an equity award, other forms of compensation, a 401(k) plan, and a range of benefits. More details are available through the company’s benefits information.