We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to 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 small business owners can be successful doing what they love.
As part of Operations in LATAM, the Customer Success Management (CSM) team is one of our main strategies to fight churn and thrive retention. CSM manages our High-Value Merchant portfolio through a team of Key Account Managers (KAMs), led by Team Leaders, and is responsible for sustaining and growing the commercial value of our most important merchants.
Role OverviewThis role owns the end-to-end commercial outcome of LATAM's CSM team: payback, TPV uplift, and coverage of our High-Value Merchant portfolio. Beyond sustaining today's results, this person is responsible for structuring and launching the next generation of CSM motions. This requires the strategic planning and big-picture view of CSM needed to identify where the biggest opportunities are and steer the team in the right direction as it scales.
What you'll do:- Own CSM's commercial outcome end-to-end: payback, TPV uplift, and TPV coverage of the High-Value Merchant portfolio.
- Lead and develop the Team Leader(s), who in turn lead the 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 the main drivers of churn.
- Lead the next phase of CSM's growth, scaling the team.
- 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 a disciplined handoff from acquisition into the early-coverage model.
- Work with Support on the overlap between merchant issue resolution and retention.
- Proven experience in performance management, with strong hands-on leadership, driving execution directly.
- Solid business knowledge, ideally built through experience in 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.
- Advance communication and interpersonal skills in Spanish and English.
- Proactive mindset with a focus on continuous improvement.
- Detail-oriented with strong quality focus.
- Hands-on experience in payment operations or fintech environments.
- Previous experience specifically in Customer Success Management (CSM).
- Experience coming from Acquisition or Field Sales, with direct merchant contact and understanding of market dynamics.
- 🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Santiago office.
- 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
- 🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success
- 📚 A dedicated annual L&D budget that you can use to attend conferences and/or advance your career through further education
- 🏖 Generous time off: 20 days of paid leave, plus special leave days.
- 🏥 Health and life coverage: in partnership with Zurich, we offer health insurance, including optical and dental and life insurance
- 💻 Extra allowances: tax-free support for meals, childcare, transportation, and home internet
- 🌴 Break4me: 1-month sabbatical after 3 years of service
- 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
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.
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.
Skills Required
- Proven experience in performance management and hands-on leadership
- Strong business knowledge, ideally from sales or retention teams
- Ability to use data analysis to shape and adjust strategy
- Experience leading and developing 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 focused on continuous improvement
- Detail-oriented approach with a strong quality focus
- Hands-on experience in payment operations or fintech environments
- Previous experience specifically in Customer Success Management
- Experience in acquisition or field sales with direct merchant contact and market knowledge
SumUp Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SumUp and has not been reviewed or approved by SumUp.
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Leave & Time Off Breadth — Paid time off is positioned as a standout, including 22 vacation days that increase with tenure, public holidays, a quarterly Wellness Day, special leave, and a fully paid one‑month sabbatical after three years. This combination makes time-off benefits feel notably robust in the overall rewards package.
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Healthcare Strength — Health coverage is described as comprehensive, with medical plan options (including carriers such as Cigna and Kaiser) plus dental and vision. Company-paid life insurance and disability coverage are also part of the protection package in the U.S. materials.
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Retirement Support — Retirement benefits include a published 401(k) match formula that provides an employer match up to a stated cap. The clarity of the match structure supports straightforward evaluation during offer comparisons.
SumUp Insights
What We Do
SumUp believes that every business should have access to affordable, easy-to-use financial solutions, no matter their size. That’s why more than 3 million businesses worldwide rely on SumUp to run their business. What started out as one card reader has now turned into a range of payment hardware, banking solutions, marketing, and loyalty tools, invoicing, and so much more. From sales and marketing to product and engineering, our cross-functional US team works together to ensure that small business owners can be successful doing what they love.
Why Work With Us
SumUp USA is part of the global SumUp organization that stretches across multiple continents from Berlin to Sao Paulo. Our teams are multicultural, have a collaborative mindset and bold goals. Join our mission if you want to become part of the success story and help empower over 3 million merchants using SumUp already!
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