Customer Retention Specialist
- Location
- Boulder, CO
- Listed
- Today
About the role
- Customer Retention Specialist
- El Paso, TX or Boulder, CO
- Office First
Who you are
As our Customer Retention Specialist, you'll work directly with customers 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 customers 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.
Additional information
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.
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 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.
#SumUpUSA
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.
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.
Equal opportunity and legal notices
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.
From SumUp's careers page, first listed on Rolev.ai on November 11, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Customer Retention Specialist role at SumUp, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
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Common questions
Where is the Customer Retention Specialist job at SumUp located?
This Customer Retention Specialist position at SumUp is located in Boulder, CO. Always check SumUp's application page for specific state eligibility or relocation policies.
How do I apply for the Customer Retention Specialist position at SumUp?
This listing links directly to SumUp's Greenhouse application page. You can apply directly on SumUp's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Greenhouse application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.