Team Lead Pleno CSM
SumUpPayments company
São Paulo, BrazilManager
Goldman Sachs
Temasek
Bain Capital Credit
Crestline
Oaktree Capital Management
American Express
Sales & Account Management
About the role
TL;DR
Lead a customer success team to combat churn and expand merchant relationships.
- •SumUp is seeking a high-performance operational leader for its Customer Success Management team to combat churn and expand relationships with active merchants.
- •This strategic role offers direct impact on millions in TPV and the satisfaction of thousands of small businesses.
- •Key Responsibilities Manage, mentor, and develop a team of retention and relationship specialists.
- •Monitor and ensure the achievement of operational KPIs (TPV added, conversion rate, NPS, service quality).
- •Implement improvement initiatives and conduct training sessions to elevate team performance.
- •Analyze performance reports using Salesforce and Tableau to identify behavioral patterns and generate insights.
- •Requirements Over 3 years of experience in team leadership, particularly in Retention, Customer Success, or Customer Relationship areas.
- •Proven experience managing B2B/SMB Relationship and/or Retention teams, ideally in fintech, payments, SaaS, or marketplaces.
- •Experience defining and monitoring KPIs in dynamic, goal-oriented environments.
- •Knowledge of customer loyalty strategies, churn prevention, and customer segmentation.
Required skills
SalesforceTableau
Domain expertise
fintech
Benefits & perks
Wellhub, Private pension plan, Therapy/coaching access, Meal voucher, Paid sabbatical
Tech stack
SalesforceTableau
