Customer Success Manager II

About the Role

We are looking for a Customer Success Manager (CSM) to join Uber Eats Japan. In this role, you will partner with Account Managers to drive the growth of major Global merchants. You will understand their strategic goals and build tailored growth strategies using Uber's merchant tools.

As our business rapidly expands in Japan, we must ensure our Global and Enterprise Merchants grow quickly and efficiently. This role requires a blend of analytical fluency, strong cross-functional stakeholder engagement, and expertise in data-driven marketing and growth strategy creation. You will transform complex data insights into compelling narratives aligned with our merchants' objectives.

The ideal candidate is a strategic thinker, data-driven, empathetic, and a self-starter who thrives in ambiguous, fast-paced environments (both mature and start-up). You will co-manage the success of approximately 3-5 strategic clients alongside an Account Manager (AM).

Your Impact in the Role

• Analyze and deep-dive into the performance of our top brands to identify key opportunities and optimize product adoption on the Uber platform.
• Partner with Global Account Managers to scale top-brand performance using multi-product solutions that drive orders and revenue.
• Leverage data to produce robust insight suites, demonstrating clear growth potential to our merchant partners.
• Engage and influence multiple levels of external and internal stakeholders, from C-level executives to local franchisees, to drive business strategies.
• Contribute to the annual promotional calendar in partnership with the Consumer Growth and Marketing teams, ensuring alignment with merchant objectives.
• Challenge the status quo continuously, operating with the belief that there are always opportunities for operational and strategic improvement.
• Collaborate actively on team initiatives to elevate broader organizational impact and co-build effective merchant strategies and tactics.

• Stakeholder Management: Proven experience in managing complex stakeholder environments, with the ability to influence and align diverse internal and external partners toward shared goals.
• Negotiation & Commercial Acumen: Strong negotiation and deal-making skills, with demonstrated success in driving mutually beneficial commercial outcomes in a fast-paced, ambiguous environment.
• Planning & Execution: Excellent organizational skills, with the ability to balance long-term strategic thinking with day-to-day executional excellence.
• Data-Driven Decision Making: Solid commercial acumen, including the ability to understand P&L drivers, evaluate trade-offs, and utilize data-led insights to drive growth.

• Experience: 10+ years of experience in Enterprise Account Management, strategy consulting, or Partner/Customer Success functions within a high-growth company.
• Language: Professional fluency in both Japanese and English (written and spoken).
• Analytical Skills: Strong data-driven mindset with a proven track record of using data to generate business insights.
• Mindset: Action-driven, highly curious self-starter who thrives in ambiguous environments.

• Financial Expertise: Strong financial acumen and understanding of corporate P&L dynamics.
• Technical Skills: Proficiency with SQL or related data programming languages is a strong plus.
• Leadership: Experience in team management or leading cross-functional project teams.

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.