Job Description

CSM – Activation Specialist | Customer Success | El Paso

Location: El Paso, USA | Office First

Employment type: Full-time

About the team

Our Customer Success team is the engine behind long-term merchant growth — ensuring that every business that chooses SumUp doesn't just get started, but truly thrives. This is a brand-new role, created to close a real gap: right now, merchants move through sales, underwriting, and onboarding without a single dedicated owner guiding them through. You'll change that. As our first CSM Activation Specialist in El Paso, you'll own the merchant journey from the moment a sale closes through the first 90 days — building a function from the ground up and setting the standard for what great merchant activation looks like at SumUp.

What you'll do

• Own the full merchant journey from sale completion through Day 90, including underwriting follow-up, installation, onboarding, and product activation
• Deliver hands-on product training and drive early adoption, ensuring every merchant reaches their first transaction as quickly as possible
• Monitor merchant health scores and engagement signals, identifying and resolving risks before they become cancellation requests
• Coordinate across Sales, Underwriting, Support, and Product teams to remove onboarding obstacles and create a seamless merchant experience
• Maintain accurate account milestones, risks, and outcomes in Salesforce, and lead the 90-day success review before transitioning merchants to Account Management

You'll be great for this role if…

• Experience managing end-to-end customer onboarding or customer success in a high-volume environment, with a track record of driving product adoption.
• Strong proficiency with CRM tools — ideally Salesforce — and a data-driven approach to prioritizing accounts and tracking outcomes.
• Ability to deliver clear, engaging product training to non-technical users across written, verbal, and virtual channels.
• Comfort coordinating across multiple internal teams simultaneously, without direct authority, to move things forward.
• A proactive, self-directed mindset — you spot risks early, act before being asked, and thrive in ambiguous, fast-moving environments.

Why you should join SumUp

🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our El Paso 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

📚 A dedicated annual L&D budget for attending conferences and/or advancing your career through further education

🏖 Generous time off: 22 days of paid vacation, plus an extra day each year up to 28 days, public holidays, quarterly Wellness Days, and special leaves

🏥 Health and life coverage: medical coverage via Cigna & Kaiser, plus life insurance

💼 Financial security: 401(k) retirement scheme with matching (100% on first 1%, 50% on 2–6%)

🌴 Break4me: 1-month sabbatical after 3 years of service🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

Compensation: This position pays $20/hr to start + our tremendous benefits ⬆️

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 businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 4,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok

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