Team Description

You will be responsible for building and leading the Customer Success Operations team, which is currently part of our broader Operations structure. This team plays a critical role in driving merchant success and business growth - as well as essential support roles such as data analysts, trainers, and coordinators. Together, this group is at the heart of delivering a seamless merchant experience, maximizing activation, retention, and unlocking new growth opportunities for the company. Your leadership will be instrumental in shaping a collaborative, data-driven team with direct impact on customer satisfaction, revenue, and the overall success of our business.

What you’ll do

• Lead and coordinate Customer Success team activities across early lifecycle, engagement, retention, and high-value merchant operations.
• Track and analyze key performance metrics including activation rates, churn, TPV retention, and CSAT scores.
• Identify bottlenecks in merchant lifecycle management and implement process improvements.
• Maintain and update merchant portfolios, health scores, and engagement tracking systems.
• Facilitate communication between Customer Success, Support, Sales, Product, and other internal teams.

You’ll be great for this role if

• You have experience in customer success, inside sales, account management, or operations coordination.
• You have managed customer portfolios, ideally grouped by revenue clusters, and have experience with variable pay models for inside sales or retention operations.
• You have a proven track record of managing multiple stakeholders and complex projects.
• You are experienced in tracking KPIs, reporting on performance, and implementing optimization strategies.
• You have Advanced English, both written and spoken.
• You are highly organized, detail-oriented, and can manage multiple priorities simultaneously.
• You have an analytical and data-driven approach to problem-solving.
• You are customer-centric and genuinely care about merchant success.
• You have strong communication skills and can present complex information clearly.

Why you should join SumUp

• We’re a truly global team of 3000+ people from 92+ countries, spread across 4 continents.

• You'll have the opportunity to make an impact as we work in flat hierarchies.

• You'll attend global offsites and regular team events.

• You’ll receive a budget for attending conferences and external training. 

• We offer a corporate pension scheme, 22 working days’ paid leave, wellness benefits, and others.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we're creating tools that help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.