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FinTech, Payments, Mobile Payments, SaaS

Customer Retention Specialist

Boulder, COOnsiteFull TimeEntry-level (exp-based)$50,000–$75,000 /yrPosted 1 month agoVisa sponsorship available

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Required skills

  • cancellation calls
  • retention cases
  • reduce churn
  • outbound calls
  • resolution activities
  • churn queue
  • awaiting cancellation
  • merchant trainings
  • discounts
  • one-time credits

Nice to have

  • high-volume
  • merchant-facing environment
  • calm under pressure
  • juggling multiple cases

Role summary

SumUp is seeking a Merchant Retention Specialist to work directly with merchants at risk of canceling their services. The role involves managing inbound cancellation calls, resolving concerns, rebuilding trust, and ensuring merchant success through personalized solutions, training, and troubleshooting. The specialist will proactively reach out to at-risk merchants, maintain a high volume of outbound calls and resolution activities, and work to reduce churn and preserve revenue. This position requires proficiency in CRM tools like Salesforce and familiarity with POS or payment processing systems, along with strong objection handling and de-escalation skills. The ideal candidate is empathetic, solution-oriented, and thrives in a fast-paced environment, passionate about helping small businesses succeed.

Customer Retention Specialist

El Paso, TX or Boulder, CO

Office First

Who you are:

As our Customer Retention Specialist, you’ll work directly with customers who are at risk of canceling and help them find value in SumUp’s products again. Your goal is to resolve concerns, rebuild trust, and ensure long-term merchant success.

What you’ll do:

  • Manage inbound cancellation calls and retention cases, guiding customers through personalized solutions to reduce churn.
  • Proactively reach out to merchants flagged for inactivity, dissatisfaction, or NPS concerns—rebuilding confidence through training, troubleshooting, and re-onboarding.Maintain a daily workflow of 45+ outbound calls and 10+ resolution activities, while keeping your churn queue below 20.
  • Reverse 6+ “awaiting cancellation” accounts per month and conduct 40+ one-on-one merchant trainings per month.
  • Keep discounts under 6% and one-time credits under 60%, preserving revenue while resolving concerns.Surface churn trends, customer feedback, and recurring issues to help influence upstream improvements across product, CX, and sales.

    • What we're looking for:

  • You have 1–3 years of experience in customer retention, account management, or sales—ideally in a high-volume or merchant-facing environment.You’re calm under pressure and skilled in objection handling, de-escalation, and building trust through conversation.You’re proficient in CRM tools (especially Salesforce) and familiar with POS or payment processing systems.You thrive in fast-paced environments, juggling multiple cases and calls while meeting daily KPIs.
  • You’re empathetic, solution-oriented, and passionate about helping small businesses succeed.
  • You take ownership of your work, adapt quickly to change, and communicate clearly with both merchants and internal teams.
  • Demonstrate strong accuracy and precision while being able to work efficiency.

    • Who we are:

    Business owners are at the heart of everything we do at SumUp, which is why we create powerful, easy-to-use financial solutions to help them. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across the globe work together to ensure small business owners we partner with can be successful doing what they love.

    SumUp is a global financial technology company that allows businesses of all sizes to manage their business and accept payments both in-store and online. Named as Europe’s fastest-growing company in the Inc. 5000, SumUp supports over 4 million merchants globally and operates in 36 markets across Europe, the U.S., South America, and Australia. With our point of sale systems, card terminals and online services relied upon by businesses of all sizes, SumUp is the partner of choice for small businesses from every walk of life.

    Compensation:

  • $50K-$75k
  • Compensation will be finalized based on the candidate’s experience and location

    • Benefits & More:

  • We’re a truly global team of 4000+ people from 60+ countries, working to help small businesses across 3 continents.
  • Startup environment and small, cross-functional teams
  • A full suite of benefits including medical, dental and vision
  • 22 days vacation days & 8 sick days plus 11 paid holidays
  • 401(K) employer match and paid parental leave
  • One month of sabbatical after every 3 years of employment

    • 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 recognize 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.

    #SumUpUSA

    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.

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