Merchant Retention & Success Specialist

Socket.dev

Boulder (CO)

On-site

USD 50,000 - 75,000

Full time

6 days ago

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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.