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SumUp is a fintech company creating financial solutions for small business owners. The Customer Success Management (CSM) team in LATAM is a core retention strategy, managing a High-Value Merchant portfolio through Key Account Managers and Team Leaders.
This role owns the end-to-end commercial outcomes of the LATAM CSM team, including payback, TPV (Total Payment Volume) uplift, and coverage of the High-Value Merchant portfolio. You will lead and develop Team Leader(s) who manage Key Account Managers, and you are responsible for structuring and launching next-generation CSM motions to identify opportunities and scale the team.
Key responsibilities include:
- Own CSM's commercial outcome end-to-end: payback, TPV uplift, and TPV coverage of the High-Value Merchant portfolio
- Lead and develop Team Leader(s) who manage Key Account Managers
- Structure and launch new CSM motions, including the Farmer early-life coverage model to extend coverage earlier in the merchant lifecycle
- Design and roll out defensive playbooks against main drivers of churn
- Lead the next phase of CSM's growth and team scaling
- Ensure new product changes affecting merchants (e.g., Kiosk, Register+, invoicing platform updates) are properly rolled out across the CSM book
- Collaborate closely with Field Sales and Online Marketing to ensure disciplined handoff from acquisition into the early-coverage model
- Work with Support on the overlap between merchant issue resolution and retention
You will work from the Santiago office and collaborate with SumUppers globally on large-scale fintech products used by millions of businesses worldwide.
Benefits include Virtual Stock Option programme, annual L&D budget, 20 days paid leave plus special leave days, health and life insurance (including optical and dental), tax-free allowances for meals/childcare/transportation/home internet, 1-month sabbatical after 3 years of service, and referral bonuses.
REQUIREMENTS:
- Proven experience in performance management with strong hands-on leadership and direct execution
- Solid business knowledge, ideally from sales or retention teams
- Ability to use data analysis to shape and adjust strategy
- Ability to lead and develop teams
- Strong coaching and mentoring skills
- Excellent organizational and prioritization abilities
- Ability to manage multiple deadlines and priorities simultaneously
- Advanced communication and interpersonal skills in Spanish and English
- Proactive mindset with focus on continuous improvement
- Detail-oriented with strong quality focus
PREFERRED QUALIFICATIONS:
- Hands-on experience in payment operations or fintech environments
- Previous experience specifically in Customer Success Management (CSM)
- Experience from Acquisition or Field Sales with direct merchant contact and understanding of market dynamics
