Uber
Associate Customer Success Manager, Uber Direct SMB
Uber, Chicago, Illinois, United States, 60290
Associate Customer Success Manager, Uber Direct
Join to apply for the
Associate Customer Success Manager, Uber Direct
role at
Uber
About The Role 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 SMBs adopt Uber Direct via integrations with ordering, POS, or fulfillment platforms.
To streamline this experience, our SMB 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 SMB 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 SMB Sellers, Eats Account Managers, and platform integration contacts to ensure a smooth and scalable onboarding experience for our partners.
What You'll Do
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
Basic Qualifications
2+ years experience in customer success or strategic account/partner management with specifically SMB accounts
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 analytical skills with excellent communication and interpersonal skills
Undergraduate degree (i.e., BA/BS) preferred
Compensation & Benefits Base salary ranges vary by city: $79,000–$88,000 per year for Chicago, IL; $88,000–$98,000 for New York, NY and San Francisco, CA. All US locations offer a bonus program, potential equity, and various benefits. More details at https://www.uber.com/careers/benefits.
Location Chicago, IL (subject to offer)
#J-18808-Ljbffr
Associate Customer Success Manager, Uber Direct
role at
Uber
About The Role 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 SMBs adopt Uber Direct via integrations with ordering, POS, or fulfillment platforms.
To streamline this experience, our SMB 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 SMB 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 SMB Sellers, Eats Account Managers, and platform integration contacts to ensure a smooth and scalable onboarding experience for our partners.
What You'll Do
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
Basic Qualifications
2+ years experience in customer success or strategic account/partner management with specifically SMB accounts
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 analytical skills with excellent communication and interpersonal skills
Undergraduate degree (i.e., BA/BS) preferred
Compensation & Benefits Base salary ranges vary by city: $79,000–$88,000 per year for Chicago, IL; $88,000–$98,000 for New York, NY and San Francisco, CA. All US locations offer a bonus program, potential equity, and various benefits. More details at https://www.uber.com/careers/benefits.
Location Chicago, IL (subject to offer)
#J-18808-Ljbffr