Customer Success Manager (Retention & Growth) - English speaker
At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 33 countries around the world rely on SumUp to get paid. To get there, we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!
In this role, you will drive merchant retention, engagement, and revenue growth by managing a portfolio of UK/IE merchants, reducing churn, and maximizing product adoption within SumUp’s ecosystem.
What you’ll do:
- Reduce voluntary and preventable churn, stabilizing recurring revenue
- Drive cross-sell and upsell opportunities to increase average revenue per merchant (ARPM)
- Enhance product adoption and usage, reinforcing SumUp’s position as a key business partner
- Improve customer satisfaction and Net Promoter Score (NPS)
- Provide valuable merchant insights to inform Product and Operations strategies
What we’re looking for:
- 2-4 years of experience in Customer Success, Account Management, or Sales, preferably in a B2B or fintech environment
- Proven track record in reducing churn, increasing customer retention, and driving upsell/cross-sell opportunities
- Strong familiarity with SaaS, payments, or digital financial products is a plus
- Experience leveraging data-driven insights to enhance customer engagement and retention strategies
- Fluency in English (additional European languages are a plus)
Why you should join SumUp:
🌎Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our London office. This involves an office-first setup
🌈 Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
📚 A dedicated annual L&D budget of €2000 for attending conferences and/or advancing your career through further education
🔄 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp
🔗 Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team
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, color, 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.
SumUp London, England Office
16-20 Short's Gardens, London, United Kingdom, WC2H 9US
