About the Role

As a Customer Success Manager, you will play a critical role at the intersection of data-driven operations and strategic commercial execution.

With a strong emphasis on analytics and performance management, your mission is to help our Enterprise restaurant partners thrive on the Uber Eats platform.

You will partner closely with both Enterprise Account Managers (AMEs) and Franchisee Account Managers (AMFs) to strengthen relationships, unlock growth opportunities, and ensure operational excellence.

Acting as a trusted advisor and performance enabler, you’ll monitor key metrics, surface insights, and recommend tailored solutions - from first-party delivery to marketing activation and product adoption.

Jointly with Enterprise Account Managers, you’ll co-develop strategic roadmaps and support the rollout of impactful action plans that align with our partners’ goals and Uber’s broader marketplace strategy.

What You Will Do

Customer Health Monitoring

• Own customer performance KPIs: growth, conversion funnel, marketplace health metrics, promotional levers, etc.
• Act as the merchant-centric control tower, surfacing inefficiencies and prioritizing corrective actions.
• Contribute & actively participate to business reviews (e.g., Quarterly Business Reviews) alongside AMEs.
• Help track product adoption and success metrics across the portfolio.

• Build and maintain strong relationships with partner stakeholders, especially COOs and operations points of contact.
• Serve as a trusted advisor on operational topics (i.e. customer experience, marketplace efficiency).
• Proactively engage to ensure partner satisfaction and flag risks early.
• Represent the voice of the customer internally, advocating for process and product improvements.

• With the Account Manager Enterprise, co-develop strategic account plans that align with Uber’s business priorities.
• Create business cases and performance narratives to support growth, renewals, and upsells.
• Identify cross-sell opportunities and product levers (i.e. pricing optimizations, promotional levers, first-party delivery, etc.)
• Provide materials and insights that empower AMEs/AMFs to drive strategic outcomes.

• Deliver ad-hoc and structured analytics (deep-dives, dashboards, marketplace analyses).
• Provide operational enablement, including tool usage and KPI interpretation.
• Lead or contribute to internal training, brainstorming sessions, and cross-functional projects.
• Collaborate closely with Central Ops, Product, and Marketing teams.

• 3-5 years of experience in consulting, account management, business development, ideally within a tech company or scale-up.
• Fluency in both French and English
• Proven track record of evolving in high-performing teams in fast-paced, results-driven environments.
• You enjoy building, structuring, and optimizing processes focusing on efficiency and scalability.
• Strong Customer Relationship Management Skills, with proven experience in building and maintaining customer relationships
• Comfortable operating with C-level stakeholders and aligning cross-functional teams to deliver business outcomes.
• Data-driven and analytical, with a strong understanding of KPIs and performance metrics (Excel/GSheets required; SQL a plus).
• Proactive, solution-oriented mindset with the ability to operate autonomously and make strategic decisions.