Head of Customer Success - Groceries (Chile)

About the role

The Groceries Customer Success team partners with Chile's top retailers and supermarket chains to deliver a world-class client experience through Uber Direct. As Manager, you'll lead a team dedicated to ensuring operational excellence, client satisfaction, and sustainable growth with strategic grocery partners.

In this role, you'll be at the center of scaling Uber Direct's grocery vertical in Chile-driving measurable improvements in key performance metrics, building strong partnerships, and setting the foundation for long-term success.

What you'll do

• Lead, mentor, and inspire a team of Customer Success Managers supporting strategic grocery clients in Chile.
• Continuously improve operational performance (SLA, fill rate, order accuracy, NPS).
• Build scalable processes that enable rapid growth without compromising service quality.
• Collaborate with Operations, Product, Marketing, and Legal to proactively solve client challenges.
• Design and implement growth and retention plans with top grocery partners, maximizing revenue and long-term collaboration.
• Leverage client and operational data to spot risks early, anticipate churn, and design preventive strategies.

• 8+ years of experience in Customer Success, Account Management, or post-sales leadership.
• Proven track record leading teams in fast-paced, operationally complex environments.
• Advanced English proficiency, both written and spoken.

• Deep expertise in Groceries or Retail eCommerce, with experience driving improvements in SLA, fill rate, and order accuracy.
• Strong background implementing retention and growth strategies with large, strategic accounts.
• Data-driven mindset: confident working with dashboards, identifying trends, and acting on insights.
• Experience designing and scaling processes to handle rapid growth and increasing order volumes.