About this role
Team Description
We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to help them run their businesses. With a founder's mentality and a 'team-first' attitude, our diverse teams across Europe, South America and the United States work together to ensure that small business owners can be successful doing what they love.
As part of Operations in LATAM, the Customer Success Management (CSM) team is one of our main strategies to fight churn and thrive retention. CSM manages our High-Value Merchant portfolio through a team of Key Account Managers (KAMs), led by Team Leaders, and is responsible for sustaining and growing the commercial value of our most important merchants.
Role Overview
This role owns the end-to-end commercial outcome of LATAM's CSM team: payback, TPV uplift, and coverage of our High-Value Merchant portfolio. Beyond sustaining today's results, this person is responsible for structuring and launching the next generation of CSM motions. This requires the strategic planning and big-picture view of CSM needed to identify where the biggest opportunities are and steer the team in the right direction as it scales.
What you'll do:
- Own CSM's commercial outcome end-to-end: payback, TPV uplift, and TPV coverage of the High-Value Merchant portfolio.
- Lead and develop the Team Leader(s), who in turn lead the Key Account Managers.
- Structure and launch new CSM motions, including the Farmer early-life coverage model, to extend coverage earlier in the merchant lifecycle.
- Design and roll out defensive playbooks against the main drivers of churn.
- Lead the next phase of CSM's growth, scaling the team.
- Ensure new product changes affecting merchants (e.g. Kiosk, Register+, invoicing platform updates) are properly rolled out across the CSM book.
- Collaborate closely with Field Sales and Online Marketing to ensure a disciplined handoff from acquisition into the early-coverage model.
- Work with Support on the overlap between merchant issue resolution and retention.
You'll be great for this position if:
- Proven experience in performance management, with strong hands-on leadership, driving execution directly.
- Solid business knowledge, ideally built through experience in sales or retention teams.
- Ability to use data analysis to shape and adjust strategy.
- Ability to lead and develop teams.
- Strong coaching and mentoring skills.
- Excellent organizational and prioritization abilities.
- Ability to manage multiple deadlines and priorities simultaneously.
- Advance communication and interpersonal skills in Spanish and English.
- Proactive mindset with a focus on continuous improvement.
- Detail-oriented with strong quality focus.
You'll be excellent for this position if:
- Hands-on experience in payment operations or fintech environments.
- Previous experience specifically in Customer Success Management (CSM).
- Experience coming from Acquisition or Field Sales, with direct merchant contact and understanding of market dynamics.
Why you should join SumUp
- 🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Santiago office.
- 🌈 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 that you can use to attend conferences and/or advance your career through further education
- 🏖 Generous time off: 20 days of paid leave, plus special leave days.
- 🏥 Health and life coverage: in partnership with Zurich, we offer health insurance, including optical and dental and life insurance
- 💻 Extra allowances: tax-free support for meals, childcare, transportation, and home internet
- 🌴 Break4me: 1-month sabbatical after 3 years of service
- 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
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.
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.