Customer Success Manager, Global Delivery Partnerships

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.

• 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 Q  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

• 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

• 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 City, 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…