Merchant Retention Specialist - Boulder, CO or El Paso, TX

About the role

As our Merchant Retention Specialist, you’ll work directly with merchants 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.

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.
• 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.
• Surface churn trends, customer feedback, and recurring issues to help influence upstream improvements across product, CX, and sales.

Requirements

• 1–3 years of experience in customer retention, account management, or sales—ideally in a high-volume or merchant-facing environment.
• 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.
• Thrive in fast-paced environments, juggling multiple cases and calls while meeting daily KPIs.
• Empathetic, solution-oriented, and passionate about helping small businesses succeed.
• 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 efficiently.

About us

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.

Pay

$55k–$75k (finalized based on candidate’s experience and location).

Benefits

• Medical, dental, and vision coverage
• 22 vacation days & 8 sick days plus 11 paid holidays
• 401(K) employer match
• Paid parental leave
• One month of sabbatical after every 3 years of employment
• Startup environment and small, cross-functional teams