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Salary: USD 50,000 - 75,000 / annual
SumUp is a global fintech company enabling businesses to manage operations and accept payments both in-store and online. As a Customer Retention Specialist, you will work directly with at-risk customers to resolve concerns, rebuild trust, and ensure long-term merchant success.
You will manage inbound cancellation calls and retention cases, guiding customers through personalized solutions to reduce churn. You'll proactively reach out to merchants flagged for inactivity, dissatisfaction, or low NPS scores, rebuilding confidence through training, troubleshooting, and re-onboarding. Your daily workflow will include 45+ outbound calls and 10+ resolution activities while maintaining a churn queue below 20. You will reverse 6+ "awaiting cancellation" accounts per month and conduct 40+ one-on-one merchant trainings monthly. You'll keep discounts under 6% and one-time credits under 60% to preserve revenue while resolving concerns. Additionally, you'll surface churn trends, customer feedback, and recurring issues to influence upstream improvements across product, customer experience, and sales teams.
SumUp supports over 4 million merchants globally and operates in 36 markets across Europe, the U.S., South America, and Australia. The company was named Europe's fastest-growing company in the Inc. 5000 and employs 4,000+ people from 60+ countries.
Requirements:
- 1–3 years of experience in customer retention, account management, or sales, ideally in a high-volume or merchant-facing environment
- Calm under pressure with strong objection handling, de-escalation, and trust-building skills
- Proficiency in CRM tools, especially Salesforce, and familiarity with POS or payment processing systems
- Ability to thrive in fast-paced environments, juggling multiple cases and calls while meeting daily KPIs
- Empathetic, solution-oriented, and passionate about helping small businesses succeed
- Strong ownership, adaptability, and clear communication with merchants and internal teams
- Strong accuracy, precision, and efficiency
