Merchant Retention Specialist - Help Small Businesses Thrive

SumUp; El Paso (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision

22 vacation days

8 sick days & 11 holidays

401(K) employer match

Sabbatical after 3 years

Job summary

SumUp is seeking a Merchant Retention Specialist in El Paso, TX or Boulder, CO. You will work with merchants at risk of canceling, resolving concerns, and rebuilding trust to ensure long-term success.

You will manage inbound cancellation calls, drive outbound outreach, and conduct merchant trainings, aiming to reduce churn and surface insights to product, CX, and sales teams. The role offers a $50K-$75k compensation range and a comprehensive benefits package.

Qualifications

• 1–3 years in customer retention, account management, or sales in high-volume environments.
• Proficient in CRM tools (especially Salesforce) and POS/payment processing systems.
• Able to handle multiple cases, meet daily KPIs, and de-escalate with empathy.

Responsibilities

• Manage inbound cancellation calls and retention cases to reduce churn.
• Outreach to inactive merchants and those with NPS concerns, providing re-onboarding and training.
• Conduct 40+ trainings per month and maintain churn queue under 20.
• Surface churn trends to influence upstream improvements across product, CX, and sales.

Skills

Customer retention

Account management

Sales experience

CRM tools Salesforce

Tools

Salesforce

POS systems

Payment processing

Job description

SumUp is seeking a Merchant Retention Specialist in El Paso, TX or Boulder, CO. You will work with merchants at risk of canceling, resolving concerns, and rebuilding trust to ensure long-term success.

You will manage inbound cancellation calls, drive outbound outreach, and conduct merchant trainings, aiming to reduce churn and surface insights to product, CX, and sales teams. The role offers a $50K-$75k compensation range and a comprehensive benefits package.