Sr Customer Success Manager

About the Role

As a Senior Customer Success Manager for Uber Direct in France, you will own a portfolio of strategic and complex partners, driving their growth and ensuring operational excellence across their delivery programs. You will tackle advanced commercial, operational, and integration challenges, working closely with local and global stakeholders to deliver scalable, high-impact solutions.

Beyond managing your portfolio, you will play a key role in shaping how Uber Direct operates in France - leading cross-functional initiatives that improve team processes, enhance partner experience, and strengthen execution across the business. You'll mentor new team members, contribute to onboarding playbooks, and help define best practices to scale our customer success approach.

You'll collaborate daily with cross-functional teams (Product, Operations, Finance, Legal, Compliance, and Eats counterparts) to ensure that Uber Direct provides a seamless and reliable delivery experience for our partners and their customers.

What You Will Do

As a Uber Direct Senior Customer Success Manager, be a strategic partner to the Uber Direct team, to support the growth of the French business:

• Manage a portfolio of strategic and complex partners - Build long-term relationships and act as a trusted advisor to merchants with advanced operational or governance models. Collaborate closely with Uber Eats and other internal teams to ensure a coordinated and effective approach across shared stakeholders.
• Build long-term relationships with Uber Direct customers - Develop meaningful and long-lasting relationships with key partners by focusing on building trust and crafting successful joint business plans.
• Onboard new merchants - Be the project manager for merchants technical integration and operational onboarding on Uber Direct. From integration requirements specification to onboarding execution, be responsible for the go-live of new merchants with Uber Direct.
• Monitor the activity and analyze data - Perform a broad range of financial, quantitative, and qualitative analyses to continuously improve the reliability of the orders and capture additional value. Look for ways to achieve and exceed monthly goals (financial and qualitative). Present and report key results to partners, internally and externally
• Improve Uber Direct operations - Identify opportunities for improving our operations for merchants, couriers and end-consumers. Analyze the data in detail to come up with initiatives that will have the greatest impact. Have a pragmatic and hands-on approach to implement quick wins while building more sustainable solutions.
• Promote Uber Direct value proposition - Clearly understand and communicate the value of Uber Direct to Enterprise Accounts. Seek and achieve logistics, same-day delivery, delivery as a service industry knowledge to have enriching conversations with Enterprise Accounts. Look for ways to grow our business within existing accounts.
• Contribute to Uber Direct offering improvement - Act as an ambassador of Uber's mission, brand, and product - being a problem solver for partners and team. Identify ways to develop further Uber Direct offering to answer partner's needs.
• Lead transversal initiatives within the CSM team - Take ownership of key projects that improve internal processes, documentation, and knowledge sharing. Drive onboarding and continuous learning for new CSMs and help define scalable frameworks to improve team efficiency.
• Represent the voice of France's strategic partners within central and product teams, ensuring that local needs and operational insights shape product development and regional strategy.

What You Will Need

• Minimum 4 years of experience in Account Management, Business Development, Operations, Sales, Consulting, or growing a start-up.
• Strong business acumen and judgment; familiarity with the e-commerce customer journey or willingness to learn.
• Comfortable with technical information and translating it into business requirements for stakeholders.
• Hands-on and proactive mindset; able to deep-dive into operational and technical issues in coordination with cross-functional teams.
• Analytical and data-driven; comfortable using Google Sheets (Excel/SQL knowledge is a plus).
• Proven experience managing strategic or complex accounts with multiple stakeholders, requiring structured governance and strong coordination.
• Skilled in navigating ambiguity, influencing without authority, and aligning internal and external teams.
• Empathetic and relationship-oriented; able to build trust quickly with internal and external partners.
• Experience leading initiatives to improve processes, tools, or operations.
• Adaptable and able to execute quickly in a changing environment.
• Industry knowledge in the on-demand or same-day delivery space.
• Experience in matrixed or global organizations with complex stakeholder environments.
• Proficiency in English and French.