Merchant Retention Strategist

Atlas Metrics; Colorado; On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision

22 days vacation + 11 holidays

401(K) employer match

Job summary

SumUp is seeking a Merchant Retention Specialist in the El Paso, TX or Boulder, CO area. You’ll work with merchants at risk of canceling, guiding them to renewed value in SumUp’s products and reducing churn through personalized solutions.

You’ll handle inbound cancellations, proactively reach out to inactive merchants, deliver 45+ outbound calls and 10+ resolution activities daily, and conduct trainings to boost merchant success while protecting revenue.

Qualifications

• 1–3 years in customer retention, account management, or sales.
• Calm under pressure with strong objection handling and de-escalation.
• Proficient in Salesforce and familiar with POS or payment systems.

Responsibilities

• Manage inbound cancellation calls and retention cases.
• Outbound outreach to inactive merchants; retraining and re onboarding.
• Maintain churn queue under 20 and conduct 40+ trainings per month.

Skills

Customer retention

Account management

Sales

De-escalation

CRM proficiency

Tools

Salesforce

POS systems

CRM

Job description

SumUp is seeking a Merchant Retention Specialist in the El Paso, TX or Boulder, CO area. You’ll work with merchants at risk of canceling, guiding them to renewed value in SumUp’s products and reducing churn through personalized solutions.

You’ll handle inbound cancellations, proactively reach out to inactive merchants, deliver 45+ outbound calls and 10+ resolution activities daily, and conduct trainings to boost merchant success while protecting revenue.