About the job
About the Team:
The Merchant Care team is central to SumUp's mission to empower small businesses. Our high-value merchants, processing between €50K and €700K monthly, require more than just reactive support; they need a proactive partner who understands their business and aids in their growth. This role is pivotal in a rapidly expanding function, with plans to onboard 10 new team members in the next three months. As one of our largest and most strategic markets, the UK provides an exciting opportunity for the right candidate to significantly influence how we serve our merchants.
Take a look inside our London office
What You Will Do:
- Manage a portfolio of approximately 300 high-value merchant accounts, beginning from the third month of their onboarding to ensure long-term success.
- Engage proactively with merchants via calls, emails, and on-site visits, assisting them with product inquiries, supporting growth initiatives, and conducting quarterly portfolio reviews.
- Facilitate personalized training sessions (both remotely and on-site) to enable merchants to maximize the benefits of SumUp's products.
- Act as the liaison between merchants and internal teams, including product, sales, and support, to address issues and identify opportunities.
- Analyze transactional data and account metrics to identify early signs of potential churn and intervene accordingly.
- Utilize a consultative approach for upselling and cross-selling, recommending products that align with the merchants' needs.
You Will Excel in This Role If:
- You have experience managing a portfolio of high-value or strategic accounts, preferably in SaaS, fintech, or payments.
- Your stakeholder management skills are strong, enabling collaboration across sales, product, and operational teams.
- You take a consultative, relationship-first approach to commercial conversations, prioritizing long-term value over aggressive sales tactics.
- Your communication skills in English are excellent, allowing you to confidently engage with senior merchant contacts and internal leadership.
- You thrive in an autonomous role managing a busy portfolio, demonstrating strong operational problem-solving abilities.
Why Join SumUp?
Be part of a truly global and multicultural team based in our central Covent Garden location, surrounded by a vibrant and innovative environment.

