The opportunity
We want to build the commercial engine behind SumUp's merchant relationships. The new Customer Success Management function within the SumUp Operations Tribe will span early activation, product onboarding, customer success, account management, and key account management across…
What you'll do
Own the full merchant growth lifecycle: from early activation and onboarding through to retention, upsell, and key account management — setting the strategy and driving execution across all customer segments
Build and scale a growing team, creating the structure, coaching culture, and: operating cadence needed to sustain commercial performance as headcount grows significantly
Drive performance across key metrics including net revenue per rep, merchant: activation rates, and health scores — using data to identify opportunities and course-correct quickly
Partner closely with Finance, Product, Marketing, and Sales to align: commercial priorities with company-wide objectives and make the case for investment at the right moments
Represent the commercial voice of the SumUp merchant base at senior: leadership level, translating insight into product and strategy decisions that improve onboarding and retention
