Customer Retention Specialist

Socket.dev; Boulder (CO); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental & vision

Vacation & holidays

401K match

Sabbatical program

Job summary

SumUp is seeking a Merchant Retention Specialist to work with merchants at risk of canceling and help them see value in SumUp’s products again. You’ll resolve concerns, rebuild trust, and ensure long-term merchant success, based in El Paso, TX or Boulder, CO with Office First.

In this role you will manage inbound cancellation calls and retention cases, perform outbound outreach (45+ calls daily, 10+ resolution activities), conduct 40+ trainings monthly, and surface churn trends to inform

Qualifications

• 1–3 years of experience in customer retention, account management, or sales.
• Calm under pressure and skilled in objection handling, de-escalation, and building trust through conversation.
• Proficient in CRM tools (especially Salesforce) and familiar with POS or payment processing systems.

Responsibilities

• 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.
• 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.

Skills

Customer retention

Objection handling

Communication under pressure

Tools

Salesforce

POS systems

Job description

Merchant Retention Specialist

El Paso, TX or Boulder, CO

Office First

Who you are:

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.

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.

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.

#SumUpUSA