Associate Customer Success Manager, Uber Direct SMB
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Upload Your ResumeAbout This Role
Support SMB restaurant partners launching Uber Direct by managing post-sale onboarding, activation, and account retention for a large portfolio of accounts, ensuring smooth implementation and mitigating churn.
Responsibilities
- Manage post-sale onboarding and activation for SMB 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 AMs to share partner insights, risks, and growth opportunities
Requirements
- 2+ years experience in customer success or strategic account/partner management with specifically SMB accounts
- Bachelor's Degree
Qualifications
- Bachelor's Degree
- 2+ years experience in customer success or strategic account/partner management with specifically SMB accounts
Nice to Have
- 3+ years experience in Account management, strategy, and/or operations
- Growth mindset
- 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 skills
- Excellent communication and interpersonal skills
- Undergraduate degree (i.e. BA/BS)
Skills
* Required skills
Benefits
About Uber
Uber's Global Scaled Solutions (Uber AI Solutions) powers operations and technologies including data annotation, generation, and evaluations for AI/ML, app testing, localization, and map editing, leveraging advanced technology with human intelligence.