Customer Success Manager - Uber Direct (Anz)

#GreatMindsDon'tThinkAlike At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Uber Direct is changing the way delivery is done around the world. We allow brands to leverage Uber's delivery partner fleet to offer world-leading speed and reliability for orders placed through their existing websites or apps.

We are looking for someone to join the ANZ Uber Direct Commercial team. The ANZ Commercial team is a high-impact, cross-functional group dedicated to scaling our logistics footprint through strategic acquisition, merchant success, and robust partnerships. We collaborate across sales and operations to drive profitable, sustainable growth and deliver world-class delivery solutions to our merchants

About the Role

In this role, you will join the Customer Success team and report to the Head of Commercial for Uber Direct. The Customer Success team is responsible not only for operational excellence but also for driving commercial outcomes, including revenue growth and retention, for our strategic retail accounts. As a Customer Success Manager, you will be required to act as a strategic growth partner to your portfolio of merchants.

Your Impact in Role:

• Accelerate Merchant Growth: Drive a measurable increase in GMF and Trip volume across your portfolio by proactively identifying and securing Uber Direct adoption opportunities.
• Maximise Account Lifetime Value: Transition accounts from basic users to strategic partners, ensuring high retention rates and expanding the commercial footprint of each merchant relationship.
• Commercial Safeguarding: Protect and improve merchant profitability by identifying operational inefficiencies and implementing data-driven solutions that reduce friction and cost-to-serve.
• Strategic Expansion: Successfully execute the rollout of new Uber Direct features and services, ensuring high "speed-to-value" for merchants and immediate contribution to revenue growth.
• Product & Ops Advocacy : Act as the "Voice of the Merchant" to internal teams, directly influencing the Product and Ops roadmap to deliver enhancements that unlock new commercial scale and account stability.
• Sustainable Portfolio Health: Establish a "Growth-First" culture within your accounts, moving beyond reactive support to deliver long-term value through quarterly strategic planning and ROI-focused business reviews.

The Experience You'll Bring:

• 4+ years of experience in Account Management or Customer Success
• A proven track record of meeting or exceeding commercial and operational targets (e.g., revenue growth, expansion, or retention) within a portfolio of strategic enterprise accounts.
• A self-starter who thrives on solving complex problems: Launching a new business isn't easy, and there are a lot of new challenges to solve. We are looking for someone to deliver exceptional results to the most complex problems
• Strong business acumen with the ability to translate complex data into actionable growth strategies that increase merchant GMF and trip volume. Experience with SaaS products (API and integrations) is a bonus.

Preferred Qualifications:

• Proactivity - a willingness to get into the details and a continuous improvement mindset
• Commercial and business acumen - You have a good understanding of how businesses and organisations work together to achieve their goals
• Exceptional stakeholder management skills with a history of collaborating cross-functionally to resolve blockers that impact account profitability and growth
• A customer-first mindset, where you champion the needs of merchants and objectively represent the voice of the merchant when business decisions are made
• This role is dynamic; you'll need to be willing to roll up your sleeves and execute on things quickly to a high standard