Associate Customer Success Manager, Direct SMB

Associate Customer Success Manager, Uber Direct SMB

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.

• 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

• 2+ years experience in customer success or strategic account/partner management with specifically SMB accounts
• Bachelor’s Degree

• 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

Base salary ranges vary by location:
Chicago, IL – $79,000–$88,000
, New York, NY – $88,000–$98,000
, San Francisco, CA – $88,000–$98,000
. All U.S. locations: eligible for Uber’s bonus program, equity awards, and other benefits. For full details, view Uber’s benefits page.