Customer Success Manager, UBER Eats

il y a 1 semaine

Paris, France Uber Temps plein

**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.

**Customer Relationship Management & Advocacy**
- 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.

**Sales Strategy & Execution**
- 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.

**Internal Enablement & Strategic Support**
- 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.

**What You Will Need**
- 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.

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