Customer Success Analyst Job at Uber (Chicago, Illinois)

Job Description

As a Customer Success Manager (CSM), you will play a critical role in ensuring merchant success. This role is 70% focused on optimizing operational health (including a combination of operational efficiency, customer experience, and financial health), and 30% on enabling and driving revenue growth by supporting upselling and cross-selling efforts (identifying and proposing growth opportunities). The CSM collaborates closely with Client Partners and Account Managers, to analyze merchant performance, identify operational pain points, and recommend tailored solutions to merchants.

Job Responsibility

Own and run recurring client meetings with key stakeholders
Plan, own, and run business reviews in coordination with CPs/AMs
travel as needed for key business meetings
Monitor and analyze operational health metrics for existing partners
Identify gaps in restaurant performance and propose solutions for improvement
Drive product adoption working with Client Partners and Account Managers to understand the merchants’ business objectives and tailor new product recommendations supported by data analysis
Execute on agreed plans (campaigns set up and post mortem reports)
Ensure customer retention & expansion through regularly sharing an assessment of the merchant's adoption gaps and monitor overall operational health
Collaborate with the sales team to expand customer accounts by identifying, analyzing and / or pitching upsell or cross-selling new opportunities
Proactively identify potential issues and work to resolve them
Advocate for the customer's needs cross-functionally within the organization and relay any product or service feedback to relevant teams
Develop reporting and feedback providing regular reports on customer health, usage, and feedback to senior leadership
Offer feedback on product improvements based on customer needs and pain points.

Requirements

At least 4 years of experience in B2B operations (Sales, Customer Success, Account Management, or upper management retail/food industry)
Bachelor's degree in Economics, Finance, Business Administration, or a related field
Basic proficiency in SQL, with the ability to adjust and refine queries as needed.

Nice to have

Excellent communication and interpersonal skills
Creative thinker with a passion for problem-solving and driving innovation
Ability to thrive in a fast-paced and constantly evolving environment
Previous experience in consulting, account management, or a similar client-facing role
Operational Excellence – Ability to identify and optimize merchant processes
Analytical Thinking – Comfortable with data, insights, and performance metrics
Process Optimization – Proactively suggest tailored and scalable solutions to improve efficiency
Cross-Functional Collaboration – Ability to work cross-functionally and drive influence with multiple stakeholders
Excellent communication and relationship-building abilities
Demonstrate time management and organizational skills with the ability to multitask and prioritize based on impact.

What we offer

Eligible to participate in Uber's bonus program
May be offered an equity award & other types of comp
Eligible to participate in a 401(k) plan
Various benefits (see link).

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Customer Success Analyst

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