Senior Customer Success Program Manager

 About the role and team

Working as a Senior Customer Success Program Manager at Uber means owning the long tail of retail accounts through a highly structured, scalable operating model. This is not a traditional 1:1 account management role. Instead, you will be responsible for keeping a broad portfolio operationally healthy, identifying and resolving recurring issues, and actively creating growth opportunities without relying on dedicated account manager support.

This role sits at the intersection of customer success, program management, and commercial operations. It is a builder role as much as it is an execution role. You will not only run the portfolio, but also help shape how the function works: defining the operating cadence, identifying what needs to be standardised, and building the mechanisms that will allow the team to scale over time. Success in this role requires analytical rigor, strong execution, and the ability to coordinate across multiple teams without owning all the answers yourself.

The pace is fast and the environment is often ambiguous. This role is for someone who takes extreme ownership, can structure messy problems into clear workstreams, and is energised by building something new rather than operating within a fixed playbook.

What you’ll do

• Own a portfolio of long-tail retail accounts, ensuring they remain healthy, supported, and set up for growth through a scalable operating model.
• Build and run the operating cadence for your portfolio, including account monitoring, issue management, risk identification, prioritisation, and follow-through.
• Drive proactive growth motions across your portfolio, including demand generation, expansion opportunities, and structured outreach to unlock additional value for merchants.
• Translate recurring operational issues into scalable processes, playbooks, and reporting so the function becomes more efficient over time.
• Partner closely with Operations, Product, Support, Marketing, Ads, and other cross-functional teams to unblock issues and improve the merchant experience.
• Use data and structured judgment to spot patterns, identify where intervention is needed, and make decisions about what should be handled through process, automation, or escalation.

• Surface recurring merchant pain points and commercial gaps, and help shape the upstream fixes, tooling, and product improvements needed to support a scaled model.

   

Basic qualifications

• 6+ years of experience in customer success, account management, program management, operations, consulting, or a similarly cross-functional role.
• Strong ability to structure ambiguous problems, drive execution, and manage multiple workstreams at once.
• Proficiency in data analysis and using Excel to drive business judgment and decision-making.
• Experience coordinating across stakeholders at different levels and functions.
• Bachelor’s degree or equivalent practical experience.
• Experience creating detailed execution plans for large-scale projects.

Preferred qualifications

• Proficiency in SQL to independently extract insights from large-scale datasets.
• Demonstrated systems thinking with the ability to turn unstructured, ambiguous problems into focused execution plans.
• Experience in the technology or food delivery industry managing high-pressure projects.
• Proven ability to influence without authority and navigate complex interpersonal dynamics.