Sr. Customer Success Manager - Global Delivery Partnerships

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 5 years of full time experience

* 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

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

* 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

For Chicago, IL-based roles:
The base salary range for this role is USD $140,000 per year - USD $155,000 per year.

For New York, NY-based roles:
The base salary range for this role is USD $155,000 per year - USD $172,000 per year.

For San Francisco, CA-based roles:
The base salary range for this role is USD $155,000…