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As an Associate Customer Success Manager for Uber Eats South Africa, you will drive the scaling of merchant partnerships at the intersection of onboarding and platform coordination. You'll manage a portfolio of approximately 40–50 SMB restaurant accounts, owning their post-sale journey from technical integration through adoption and retention.
Key responsibilities include:
- Managing the onboarding journey for SMB restaurant partners, navigating technical and operational complexities to ensure rapid time-to-first-delivery
- Owning account health and retention for ~40–50 accounts, using data to identify churn signals and resolve technical or operational blockers before they impact merchant performance
- Guiding partners through complex setup workflows, serving as the primary expert on merchant-facing and platform-facing processes
- Collaborating cross-functionally with Sales, Operations, and Support to resolve friction points and influence outcomes without direct authority
- Building and refining repeatable onboarding templates and playbooks that scale best practices across the team
- Tracking and communicating account performance metrics (trip volume, delivery reliability) and providing actionable recommendations to help merchants grow
This is a fast-paced role in a startup-like environment where you'll balance immediate operational problem-solving with strategic thinking to prevent churn and drive long-term adoption. You'll work in an "all hands on deck" culture where you help write the playbook rather than follow one.
Requirements:
- 5+ years of experience in account management, strategy, operations, customer success, or strategic partner management
- Experience managing a high-volume portfolio of accounts, specifically within the SMB segment
- Bachelor's degree or equivalent professional experience
- Proven ability to meet and exceed business targets in a fast-paced environment
- Demonstrated resilience and "go-get-it" attitude when navigating ambiguity and shifting priorities
- Strong analytical skills with proficiency in Excel or SQL for data-informed decision-making
- Excellent communication skills with ability to explain complex technical concepts to non-technical stakeholders
- Experience working with platform partners or API-based integrations to drive product adoption
