Customer Success Manager

About the role and team

Uber Direct helps restaurant brands across Australia and New Zealand fulfil orders placed on their own channels through Uber's delivery network. As a Customer Success Manager, you will own a portfolio of restaurant accounts, serving as their key day-to-day contact and partner.

You will oversee operational health and portfolio growth by driving launches, performance reviews, product adoption, and issue resolution. Working alongside Account Executives and other key stakeholders, you will translate merchant data into actionable plans, shape commercial proposals from an operational perspective, and ensure execution delivers value for both partners and Uber.

What you’ll do

• Partner relationship management: Build long-term relationships with restaurant decision-makers across Australia and New Zealand, maintaining active account plans and leading business reviews with local and global stakeholders.
• Launch and integration management: Lead merchant onboarding and store rollouts by coordinating technical readiness, testing, and operational enablement with product and engineering teams.
• Performance and insights: Monitor key delivery and financial metrics using merchant dashboards, pinpointing performance gaps to deliver clear, actionable recommendations to partners and leadership.
• Growth and account planning: Collaborate with merchants to increase direct delivery volume, co-creating joint growth plans and supporting account executives during contract discussions.
• Cross-functional execution: Coordinate issue resolution across regional and global functions, surfacing recurring product or process gaps to drive ongoing improvements.

Basic qualifications

• 5+ years in B2B operations, customer success, account management, or retail/food management.
• Bachelor’s degree in Business, Finance, Economics, or equivalent practical experience.
• Comfortable working with operational and commercial metrics to drive decisions and deliver measurable outcomes.
• Track record of optimising end-to-end customer journeys to improve delivery reliability and merchant experience.
• Ability to discuss APIs, system integrations, and implementation dependencies with technical teams.
• Strong cross-functional influencer, adept at collaborating with local and global teams without direct authority.

Preferred qualifications

• Experience managing enterprise/multi-site restaurant, retail, or e-commerce partnerships across ANZ.
• Background in last-mile logistics, on-demand delivery, marketplaces, or restaurant tech.
• Hands-on data querying skills to support analysis and decision-making.
• Strong presentation skills with experience leading business reviews and presenting to senior executives.