Merchant Retention Specialist - SumUp

As our Merchant Retention Specialist, you’ll work directly with merchants 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 merchants 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.
  
  

You’ll be great for this position if

• You have 1–2 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.
    

Compensation:

• Compensation will be finalized based on the candidate’s experience and location
  
  
• $55k-$65k

Benefits & More:

• 22 days vacation days & 8 sick days plus 11 paid holidays
  
  
• 401(K) employer match and Paid Parental leave
  
  
• Sabbatical after every 3 years of employment
  
  
• We’re a truly global team of 3200+ people from 60+ countries, working to help small businesses across 3 continents.
  
  
• Medical, Dental and Vision benefits
  
  

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, 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.

Last updated: 18 hours ago