About the Role
As a Senior Customer Success Manager on the Global Delivery Partnerships team, you will serve as a strategic leader and global point of accountability for merchant operations and health across Uber's delivery platform. You will manage relationships with Uber's most strategic global merchant partners, influence cross-regional programs and teams, and help shape how we go to market.
You will operate globally - navigating multi-market complexity, coordinating across regional commercial teams, and ensuring consistent execution and outcomes for enterprise-level partners worldwide.
You are 70% focused on driving merchant operational health and strategic growth across global accounts, and 30% on enabling revenue expansion in close partnership with Global Account Executives and regional leadership.
What You'll Do
- Global Account Leadership: Own end-to-end operational health for a portfolio of Uber's most complex, high-value global merchant partners - serving as a strategic point of contact and driving alignment across markets, regions, and internal teams.
- Operational Strategy & Escalation: Identify systemic operational challenges across regions, design scalable solutions, and lead cross-functional escalations involving various teams when merchant performance is at risk.
- Performance & Insights: Conduct analyses, global QBRs and executive business reviews; synthesize performance signals across markets to surface trends and inform strategic decisions for both merchant partners and Uber leadership.
- Product Adoption & Expansion: Define and drive global product adoption strategies for Uber's full suite (eg end points implemented); partner with Product teams to influence roadmap based on merchant needs at scale.
- Cross-Functional & Regional Collaboration: Act as a connective layer between regional CSM teams, Global AMs, and HQ functions - ensuring consistent strategy, sharing best practices, and driving alignment on global initiatives.
- Retention & Growth: Lead retention strategy for high-value global accounts; develop proactive intervention frameworks and partner with AMs on upsell and cross-sell opportunities that drive long-term revenue growth.
Basic Qualifications
- At least 8 years of experience in B2B Customer Success, Account Management, Strategy, or Operations - with demonstrated experience managing complex, enterprise-level accounts
- Bachelor's degree in Economics, Finance, Business Administration, or a related field
- Proven track record of driving measurable outcomes (retention, adoption, revenue growth) across large, multi-stakeholder accounts
- Analytical ability- Comfortable working with data and performance metrics; ability to translate insights into clear, actionable recommendations for merchants and internal stakeholders
- Experience working across multiple geographies or managing globally distributed partnerships
- Strong executive presence - able to engage and influence VP/C-suite stakeholders at merchant partners and internally
Preferred Qualifications
- Strategic Thinking - Ability to see beyond individual accounts, identify patterns across markets, design scalable programs, and influence organizational direction
- Operational Excellence - Track record of diagnosing systemic inefficiencies and implementing solutions that scale across regions
- Cross-Functional Leadership - Experience driving alignment across Product, Engineering, Finance, and regional Operations teams
- Experience in food delivery, marketplace platforms, or high-growth global tech companies
- Experience in management consulting, enterprise SaaS, or a global strategic account role
- Proficiency in SQL or comfort working with data teams to extract and interpret performance data
- Ability to communicate complex, multi-market performance narratives clearly to senior and executive audiences
Ready to Ride? 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.
