Associate Customer Success Manager, Uber Direct SMB

**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. - 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 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 - 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 [https://www.uber.com/careers/benefits](https://www.uber.com/careers/benefits). Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together. Uber is proud to be an Equal Opportunity 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](https://forms.gle/aDWTk9k6xtMU25Y5A). Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.