Our passion at SumUp is championing small businesses. We believe in creating technology that is flexible, fair, affordable and easy to use. Every day millions of people around the world dream of starting their own businesses. We strive to help them to do this. Our long-term goal is to close the loop by enabling businesses to turn transactions with customers into long term relationships. 

As a Customer Success Manager at SumUp, you will be responsible for engaging with our merchants to retain their business, providing routine checkups with them, targeting sub-optimal setups to upsell or replace with new products, ensuring new merchants are properly activated, encouraging proper adoption of the product suite, and resolving merchant queries promptly.

This role requires effective communication and collaboration with merchants and cross-functional teams to drive customer success and satisfaction.

What you’ll do

• Engage with merchants through outbound calls/emails to retain the business and prevent churn when expected behavior deviates from the norm
• Provide routine checkups to satisfied merchants
• Target sub-optimal setups of merchants to upsell or replace with new products
• Ensure new merchants are properly activated within a defined period of time
• Encourage merchants to properly adopt our product suite
• Guarantee that merchant's queries are resolved in a timely manner

You’ll be great for this role if

• You have thorough knowledge of the competitive landscape and market conditions in the DACH region
• You have ability to understand customers' needs and requirements and translate these into successful retention strategies
• You have solid prior experience experience in a Customer Success or Account Management position
• You have excellent analytical and problem-solving skills
• You thrive in a fast-paced working environment
• You have excellent communication skills in German and English
• A Bachelor's degree in Business Administration, Marketing, or a related field would be considered a plus

Why you should join SumUp

• Opportunity to work with a truly global, multicultural team (we are 3200+ people from 80+ countries, spread across 4 continents).
• 28 days’ paid leave
• Competitive salary package and virtual stock option programme
• Learning & development budget for attending conferences and external training
• SumUp Corporate Pension Scheme
• Wellness benefits: in-house fitness classes with Fitness Matters, in-house Yoga teacher, gym in the office, football & running teams, subsidized Urban Sports Club
• A lot of other cool benefits such as Bike leasing, Subsidised Public Transport Card, Language Learning platform/courses, Kita placement assistance, relocation assistance, 2x per week subsidised office lunches, and a brand new beautiful place to work in the heart of Berlin!

If you are selected, here are the next steps:

• 1st interview with the Talent Acquisition Partner to get to know more about SumUp and to align on the position requirements
• 2nd Interview with the German Customer Success Team Lead to deep diver into the position and team setup
• 3rd Interview with the Head of Customer Success to get an overview of the department
• 4th interview with a Founder’s Mentality Bar Raise to get to know SumUp’s values, working culture and business mission

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to 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.