Customer Success Manager Restaurants CDMX

About the Role: As a Customer Success Manager (CSM) for Restaurants in CDMX, you will be responsible for driving customer success by managing all aspects of merchant operations health within existing restaurant accounts and enabling upselling opportunities to drive growth. You will work closely with internal and external clients, including Uber Account Managers and restaurant partners, to understand their needs, help them achieve their goals, and maximize the value they get from our offerings. Your role is pivotal in building long-term relationships with customers and ultimately ensuring their success with our solutions.

What the Candidate Will Do:

• Ensure follow-up on action plans to improve operational metrics while analyzing and identifying growth opportunities, not only within the commercial strategy but also across merchant operations.
• Provide proactive customer support and advocacy by identifying potential issues, working to resolve them, advocating for customer needs cross-functionally, and reporting feedback on internal product launches to relevant teams.
• Deliver regular reports on customer health and offer actionable feedback on product improvements based on customer needs and pain points.
• Build and maintain strong relationships with key customer stakeholders while supporting the Account Manager in following up on operational, integration, and account support opportunities.
• Drive product adoption by working with customers to understand business objectives and tailoring new product recommendations supported by data analysis.
• Focus on customer retention and expansion by regularly sharing assessments of merchant adoption gaps and monitoring overall operational health.
• Identify customer location growth and onboarding opportunities, collaborating closely with merchants to activate all serviceable locations.

Basic Qualifications:

• Bachelor’s degree in a business-related field such as Administration, Marketing, International Business, Industrial Engineering, or a similar discipline.
• At least 5+ years of relevant commercial and operational experience.
• Strong negotiation skills and stakeholder management capabilities to work effectively with key partners and account managers toward shared goals.
• Excellent written and verbal communication skills alongside a growth-focused mindset geared toward unpacking key business levers through analysis and experimentation.
• Ability to take initiative in a constantly changing work environment with a willingness to adopt a generalist mindset.
• English proficiency is required for this role.

Preferred Qualifications:

• Proven expertise in relationship building and client management, including the ability to build trust, understand client needs, maintain long-term partnerships, and proactively identify opportunities or risks.
• Strong strategic and analytical thinking skills to interpret data, identify trends, and translate insights into recommendations that drive positive business outcomes.
• Clear, persuasive communication and demonstrated ability to collaborate cross-effectively with internal teams such as sales, product, marketing, and operations.

Additional Information: Uber’s mission is to reimagine the way the world moves for the better. Offices continue to be central to collaboration and our cultural identity. Unless formally approved to work fully remotely, employees are expected to spend at least half of their work time in their assigned office, though certain roles may have different requirements. Please speak with your recruiter to better understand in-office expectations for this position. Accommodations may be available based on religious and/or medical conditions, or as required by applicable law.