CSM Leader - LATAM Growth & Retention

SumUp; Santiago; On-site; CLP 88,409,000 - 127,701,000; Full time

Benefits offered by this job

Stock option programme

Annual L&D budget

20 days paid leave

Health and life coverage with Zurich

Meal/childcare/transportation/home-인터넷

Sabbatical after 3 years

Referral bonus

Job summary

SumUp in Santiago is seeking a results-driven Head of LATAM Customer Success Management to own the end-to-end commercial outcomes of our CSM team, including payback, TPV uplift, and high-value merchant coverage.

You will lead Team Leaders and KAMs, design new CSM motions, and scale the function across the merchant lifecycle, collaborating with Field Sales and Online Marketing and ensuring smooth rollout of product updates.

Qualifications

• Proven experience in performance management with hands-on leadership.
• Strong business knowledge from sales or retention teams.
• Ability to use data analysis to shape strategy and drive results.
• Experience leading and developing teams and mentoring others.
• Excellent organizational and prioritization abilities with multiple deadlines.

Responsibilities

• Own CSM's commercial outcomes end-to-end: payback, TPV uplift, and coverage.
• Lead and develop Team Leaders who manage Key Account Managers.
• Structure and launch new CSM motions across the merchant lifecycle.
• Design defensive playbooks against churn drivers and scale the team.
• Coordinate with Field Sales and Online Marketing for smooth handoffs.
• Collaborate with Support on merchant issue resolution and retention.

Skills

Leadership with hands-on drive

Data-driven decision making

Team development

Coaching and mentoring

Organizational and prioritization

Multitasking across deadlines

Spanish and English fluency

Proactive mindset

Detail-oriented

Tools

CRM systems

Job description

SumUp in Santiago is seeking a results-driven Head of LATAM Customer Success Management to own the end-to-end commercial outcomes of our CSM team, including payback, TPV uplift, and high-value merchant coverage.

You will lead Team Leaders and KAMs, design new CSM motions, and scale the function across the merchant lifecycle, collaborating with Field Sales and Online Marketing and ensuring smooth rollout of product updates.