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Company listingSumUp
VP Customer Success Management
Salary not listed
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Barcelona, Barcelona, Spain
Confirm work authorization, visa sponsorship and location requirements with the employer.About the role
We want to build the commercial engine behind SumUp's merchant relationships. The new Customer Success Management function within the SumUp Operations Tribe will span early activation, product onboarding, customer success, account management, and key account management across multiple markets in a fast growing organisation.
This is a newly created VP role with a clear mandate: build the leadership structure, operating rhythm, and commercial culture that takes the Operations-led team from where it is today to where it needs to be. You'll have real ownership, a strong foundation to build on, and direct influence over how millions of small businesses experience SumUp.
WHAT YOU'LL DO
- Own the full merchant growth lifecycle — from early activation and onboarding through to retention, upsell, and key account management — setting the strategy and driving execution across all customer segments
- Build and scale a growing team, creating the structure, coaching culture, and operating cadence needed to sustain commercial performance as headcount grows significantly
- Drive performance across key metrics including net revenue per rep, merchant activation rates, and health scores — using data to identify opportunities and course-correct quickly
- Partner closely with Finance, Product, Marketing, and Sales to align commercial priorities with company-wide objectives and make the case for investment at the right moments
- Represent the commercial voice of the SumUp merchant base at senior leadership level, translating insight into product and strategy decisions that improve onboarding and retention
