VP Customer Success Management

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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 You'll be great for this role if… • Proven track record leading commercial or customer success functions in a high-growth tech (or fintech) environment, with experience scaling revenue-generating teams across multiple (EMEA) markets • Strong history of hitting and sustaining net revenue or monthly recurring revenue targets at scale, with hands-on experience across upsell, retention, account management, and key account management motions • A data-driven approach to performance management — comfortable with OKR governance, forecasting, and building investment cases backed by clear metrics • Mature presence and communication skills that build credibility quickly — able to influence senior stakeholders, align cross-functional teams, and advocate for customers at the highest level • Comfort operating at both strategic and execution levels — moving between long-term team building and short-term commercial delivery without losing sight of either Why you should join SumUp 🌎Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Barcelona office. This involves an office-first setup 🌈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 of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education 🏖Generous time off: enjoy 23 days of paid leave plus public holidays and special leave days 🥗Subsidised restaurant tickets (Edenred) and office breakfast on Mondays 🌴Break4me: 1-month sabbatical after 3 years of service 🔗Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team About SumUp Be empowered to do more that matters. At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million busine

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