Customer Success Manager

2 weeks ago

Melbourne, Australia Uber Full time

**#Greatmindsdontthinkalike** Thank you for your interest in a job opportunity at Uber Japan We take pride in our diversity and working environment that sees you as more than just a person that can do the job, but an outstanding individual that can level up our organization with a perspective only you can offer. Uber provides an equal opportunity to encourage all employees to share their thoughts.

**About the Role**

Uber Direct is changing the way delivery is done around the world. We allow brands to leverage Uber's fleet of delivery partners to offer world-leading speed and reliability for orders made through their existing websites or apps.

We have developed partnerships with merchants across a variety of verticals, including Restaurants and Retail, and are only just getting started.

We are looking for the right person to act as the **Uber Direct Customer Success Manager, Scaled** for ANZ. You will work closely with our Enterprise and SMB merchants to optimise the operational elements of their partnership with Uber - from the use of the Uber Direct product to driving adoption and engagement.

This is a consultative role, where success depends on deeply understanding merchant needs, solution selling, and strong cross-functional collaboration.

**Your Impact in Role**
- Work closely with restaurant, retail, and logistics stakeholders to provide operational support and product expertise, ensuring we deliver a best-in-class merchant and delivery experience
- Partner with Uber Direct operations teams and other cross-functional stakeholders to drive outcomes for our merchants
- Identify improvement opportunities - execute projects and initiatives, optimise existing processes, and build new processes where needed
- Act as the Uber Direct expert for customer success in the merchant segments you support, building scalable practices and playbooks
- Conduct regular forums for internal teams to engage with you directly, while also responding to inquiries through our communication platforms to keep feedback loops strong

**The Experience You'll Bring**
- A proven track record - 4+ years of experience in partner management, account management, or customer success
- Experience with SaaS products (API and integrations)
- A merchant-first mindset, where you champion the needs of merchants and objectively represent the voice of the merchant when business decisions are made
- A dynamic approach - willing to roll up your sleeves and execute quickly to a high standard

**Preferred Qualifications**
- A self-starter who thrives on solving complex problems
- Proactivity - a willingness to get into the detail and a continuous improvement mindset
- Commercial and business acumen - a strong understanding of how businesses and organisations work together to achieve their goals
- Strong stakeholder management skills to work cross-functionally and build effective relationships in a fast-paced environment

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