Associate Customer Success Manager, Uber Direct SMB

Associate Customer Success Manager

Uber Direct is Uber's white-label delivery solution powering on-demand fulfillment for merchants across industries, including food, grocery, retail, and e-commerce. Within the restaurant vertical, a majority of small and medium businesses adopt Uber Direct via integrations with ordering, POS, or fulfillment platforms. To streamline this experience, our small and medium business and platform partnerships teams operate as one unified team - focused on scaling Direct through both restaurant relationships and strategic third-party platforms. We're looking for an associate customer success manager to support small and medium business restaurant partners launching through these platforms. In this role, you will lead onboarding, ensure successful activation, and manage a large portfolio of accounts. You'll act as a key contact post-sale, focused on implementation, education, retention, and churn mitigation. This role sits at the intersection of merchant onboarding and platform coordination. You'll collaborate closely with small and medium business sellers, eats account managers, and platform integration contacts to ensure a smooth and scalable onboarding experience for our partners.

Remains calm, cool & collected: You find focus in fast-paced, sometimes ambiguous environments. Whether it's a new challenge for you or the organization, you welcome them with open arms; Challenges the status quo: You possess an insatiable appetite to solve strategic problems by quickly getting to the core of an issue through investigation, data, and analysis. Whether it's internal leadership or a merchant executive, you voice your opinion for the betterment of the team, and Demonstrates empathetic leadership: You understand the importance of diversity in the workplace and can foster connections with your peers by putting people first and building personal relationships.

What you'll do: Manage post-sale onboarding and activation for small and medium business restaurant partners launching Uber Direct, primarily through integrated platform partners. Own a portfolio of ~40-50 accounts, providing proactive and reactive support throughout the lifecycle. Guide partners through setup steps, leveraging both merchant-facing and platform-facing workflows. Collaborate with internal teams (sales, ops, support) and platform partners to resolve onboarding or delivery issues. Track account activation progress and health metrics (e.g., trip volume, delivery reliability) to intervene before churn. Provide education and best practices to drive product adoption and delivery success. Build repeatable onboarding templates, guides, and communication workflows to improve efficiency. Work cross-functionally with platform partnership managers and Uber eats account managers to share partner insights, risks, and growth opportunities.

Basic qualifications: 2+ years experience in customer success or strategic account/partner management with specifically small and medium business accounts. Bachelor's degree. Preferred qualifications: 3+ years experience in account management, strategy, and/or operations. Growth mindset; willingness to work with uncertainty and in a fast-moving environment. Excellent written and verbal communication, especially in explaining technical or operational concepts clearly. Self-starter mindset with comfort operating in a fast-moving, ambiguous environment. Strong attention to detail and follow-through, especially when coordinating across teams. Previous experience working with platform partners to drive onboardings and growth; Strong attention to detail and analytical; with excellent communication and interpersonal skills; and Undergraduate degree (i.e. BA/BS) preferred.

For Chicago, IL-based roles: The base salary range for this role is USD$79,000 per year - USD$88,000 per year. For New York, NY-based roles: The base salary range for this role is USD$88,000 per year - USD$98,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$88,000 per year - USD$98,000 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. You will also be eligible for various benefits. More details can be found at the following link. Uber is proud to be an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.