Customer Success Manager, Enterprise Partnerships - Uber Eats South Africa

About the role and team 

As a Customer Success Manager (CSM) for Uber Eats’ South Africa Enterprise team, you’ll help some of the country’s largest and most complex merchant partners succeed on our platform. The team combines strategic account leadership with merchant growth and operational improvement. Because enterprise partners often operate large, multi-brand and franchise networks, improvements in reliability, fulfillment and product adoption can make a meaningful difference across many storefronts.

You will own the customer-success plan for a portfolio of enterprise merchants, including multi-brand and franchise networks. Most of your time will focus on identifying opportunities to support growth - such as advertising, offers, Uber One and other relevant platform capabilities - in close partnership with Enterprise Account Managers (AMs) and Franchise Account Managers (FAMs). Your role will also focus on improving operational health: availability and uptime, fulfillment, customer experience, menu performance and sustainable partner economics

You will be a trusted operational advisor to merchant stakeholders and be the operational connective tissue across Enterprise Account Managers (AMs), Franchise Account Managers (FAMs) and Uber’s cross-functional teams. You’ll diagnose issues, align the right people around solutions, drive adoption and follow through on measurable outcomes, even when delivery depends on teams outside your direct control.

What You’ll Do 

• Turn data into action: Use dashboards, reporting tools and SQL to spot trends, size opportunities and build clear, evidence-based recommendations for merchants, AMs/FAMs and senior leadership. Help establish partner health scorecards and use risk signals to focus attention on the highest-impact issues.
• Build merchant improvement plans: Agree priorities, owners, milestones and success measures with merchants and internal partners; track actions through to outcomes and adjust plans as performance changes.
• Enable sustainable growth: Partner with AMs/FAMs to surface and qualify growth opportunities, support account strategy and contribute to upsell and cross-sell conversations. Help merchants grow basket value and daypart performance, and assess relevant capabilities such as Ads, offers and Uber One with a focus on partner value and measurable return. Support targeted store activation and coverage expansion where relevant.
• Improve operational health: Monitor availability, store uptime, prep time, fulfillment speed, order defects, reliability, menu conversion and customer experience. Use merchant and customer signals to find root causes and recommend interventions that can be tracked across storefronts.
• Drive product and process adoption: Develop tailored adoption plans, support pilots and encourage use of relevant Uber Eats products and operational practices. Coordinate with specialist teams on technical implementation, including POS integrations, where needed.
• Lead business reviews: Co-lead QBRs, operational reviews, partner workshops, webinars and executive discussions. Translate performance insights into a concise narrative, decisions and next steps, and support structured merchant engagement such as operational summits.
• Protect retention: Use performance signals and partner feedback to identify at-risk storefronts early. Build retention plans that connect operational fixes to customer experience and sustainable merchant outcomes.
• Coordinate cross-functionally: Bring together AMs/FAMs, Merchant Operations and Support, Product, Engineering, Growth and Marketing, Ads, Offers, Uber One, Consumer, Courier and Marketplace Operations, Analytics, Finance, Legal and regional partners to resolve merchant issues and remove recurring blockers.
• Scale what works: Identify repeatable practices, share merchant feedback and help develop playbooks that improve outcomes across enterprise accounts and multi-site networks.

What Success Looks Like

In your first six months, you will build a focused Merchant Growth and Operations Improvement Plan for your portfolio. You will baseline priority partners across growth, store productivity, operational efficiency, customer experience, financial health and product adoption; align stakeholders on the highest-impact opportunities and blockers; and establish a dependable cadence for reviewing performance, escalations and outcomes. You will also drive adoption of a relevant product, pilot or operational practice; develop practical plans for at-risk partners; and demonstrate measurable progress against agreed outcomes.

Over time, success means merchants are healthier and better supported, operational improvements are sustained across storefronts, risks are addressed early, and growth opportunities are pursued in partnership with the account team.

What You'll Need 

• 4+ years of full-time experience in B2B operations, Customer Success, Account Management, sales, consulting or a comparable client-facing role; experience in retail, food or restaurant operations is also relevant.
• Bachelor’s degree.
• Proficiency in SQL and the ability to use data to investigate performance, answer business questions and inform decisions.
• Demonstrated experience using performance metrics or customer insights to diagnose problems and drive measurable business outcomes.
• Strong communication and presentation skills, including the ability to make complex analysis clear and actionable for different audiences.
• Proven stakeholder-management skills and the ability to influence senior internal and external partners without direct authority.
• Strong organisation and project-management skills, with the ability to prioritise across multiple accounts and follow work through to completion.

Preferred Qualifications

• Experience supporting enterprise, multi-site or franchise partners, or working in food delivery, marketplaces, foodtech, e-commerce, logistics, payments, SaaS or another high-growth technology environment.
• Experience in consulting, strategic account management or operational performance improvement, including hands-on implementation of recommendations.
• Familiarity with digital advertising, merchant growth products or marketplace dynamics.
• Experience improving operational efficiency, product adoption, retention or customer experience at scale.
• Comfort working through ambiguity and balancing merchant needs, customer experience, platform health and commercial outcomes.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.