Customer Success Manager (Scaled), Uber Direct ANZ

#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

• 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

• 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