Associate Customer Success Manager, Enterprise (Annual Plan)
About the role and team
Uber Direct is our white-label delivery-as-a-service solution that enables merchants—from local restaurants to global retailers—to unlock on-demand delivery through their own apps and websites. As an Associate Customer Success Manager, you will be the primary engine for scaling these partnerships, sitting at the high-stakes intersection of merchant onboarding and platform coordination. This is a role for those who enjoy the "all hands on deck" environment of a startup, where you’ll turn complex integration hurdles into seamless delivery experiences.
The work is fast-paced and demands a high degree of adaptability, as you’ll be managing a large portfolio of ~40–50 accounts while navigating the technical nuances of third-party platform integrations. You will need to balance the grit required to resolve immediate operational fire drills with the strategic mindset needed to prevent churn and drive long-term adoption. If you are energized by the challenge of moving the real world and thrive on solving problems that don't always have a predefined script, you will find a home here.
What you’ll do
- Manage the post-sale onboarding journey for SMB restaurant partners, navigating the technical and operational "messiness" of launching on integrated platforms to ensure speed to first delivery.
- Own the health and retention of ~40–50 accounts, using data to identify early warning signs of churn and unblocking technical or operational issues before they impact the merchant’s bottom line.
- Guide partners through complex setup steps, acting as the primary expert on both merchant-facing and platform-facing workflows to ensure a high-quality end-to-end user experience.
- Collaborate cross-functionally with Sales, Ops, and Support to resolve friction points, often influencing without authority to get the right outcomes for your partners and Uber.
- Build and refine repeatable onboarding templates and playbooks that scale, turning your local wins into global best practices that improve efficiency across the team.
- Track and communicate account performance metrics like trip volume and delivery reliability, providing actionable recommendations that help merchants grow their business on our platform.
Basic Qualifications
- 2+ years of experience in customer success, account management, or strategic partner management.
- Experience managing a high-volume portfolio of accounts, specifically within the SMB segment.
- Bachelor’s degree or equivalent professional experience.
- Proven ability to meet and exceed business targets in a fast-paced environment.
Preferred Qualifications
- 3+ years of experience in account management, strategy, or operations within a SaaS or logistics environment.
- Demonstrated resilience and a "go-get-it" attitude when navigating ambiguity and shifting priorities.
- Strong analytical skills with proficiency in Excel or SQL to drive data-informed decision-making.
- Excellent communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
- Experience working with platform partners or API-based integrations to drive product adoption.