Principal Global Account Manager

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