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Customer Retention Specialist

SumUp

Boulder, Colorado, United States; El Paso, Texas, United States

$50,000 - $75,000 a year

Mid

On-site

Source checked 6 hours ago.

Posted 5 days ago.

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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.

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

What we're looking for:

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