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.