VP customer success management in fintech

SumUp; Barcelona; On-site; EUR 180,000 - 260,000; Full time

Benefits offered by this job

Office in Barcelona

Virtual Stock Option programme

L&D budget €2000 for development

23 days paid leave

Subsidised restaurant tickets

Sabbatical after 3 years

Referral bonus

Job summary

SumUp Inc. seeks a VP of Customer Success to lead a new function within the Operations Tribe. You will build leadership, operating rhythms, and a culture that scales an ambitious commercial team across multiple markets, from activation to loyalty and growth.

You will drive net revenue growth, establish scalable processes, and align cross-functional teams while shaping product strategy based on merchant feedback and data.

Qualifications

• Proven track record leading commercial or customer success functions in a high-growth tech or fintech environment.
• Experience scaling revenue-generating teams across multiple markets (EMEA).
• Data-driven performance management with clear metrics and forecasting.
• Strong communication and influence across senior stakeholders.
• Ability to balance long-term team building with short-term commercial delivery.

Responsibilities

• Own the full merchant growth lifecycle from activation through retention and upsell.
• Build and scale a growing team with coaching culture and operating cadence.
• Drive performance across revenue and activation metrics using data and OKRs.
• Partner with Finance, Product, Marketing and Sales to align priorities and justify investments.
• Represent the commercial voice at senior leadership level to inform product and strategy decisions.

Skills

Leadership

Customer success leadership

Data-driven performance management

Strategic execution balance

Stakeholder influence

Job description

Описание

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 multiple markets in a fast growing organisation. This is a newly created VP role with a clear mandate: build the leadership structure, operating rhythm, and commercial culture that takes the Operations-led team from where it is today to where it needs to be.

Задачи

• 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

Требования

• Proven track record leading commercial or customer success functions in a high-growth tech (or fintech) environment, with experience scaling revenue-generating teams across multiple (EMEA) markets
• Strong history of hitting and sustaining net revenue or monthly recurring revenue targets at scale, with hands‑on experience across upsell, retention, account management, and key account management motions
• A data-driven approach to performance management — comfortable with OKR governance, forecasting, and building investment cases backed by clear metrics
• Mature presence and communication skills that build credibility quickly — able to influence senior stakeholders, align cross‑functional teams, and advocate for customers at the highest level
• Comfort operating at both strategic and execution levels — moving between long-term team building and short‑term commercial delivery without losing sight of either

Условия

Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Barcelona office. This involves an office-first setup 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 of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education Generous time off: enjoy 23 days of paid leave plus public holidays and special leave days Subsidised restaurant tickets (Edenred) and office breakfast on Mondays Break4me: 1-month sabbatical after 3 years of service Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team