Customer Success Team Leader

Customer Success Team Lead - Paris - on-site 

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 33 countries around the world rely on SumUp to get paid. To get there, we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

In this role, you will lead and support the local CSM team by fostering collaboration, monitoring performance, driving strategic initiatives, and ensuring team growth and engagement in alignment with company goals.

What you’ll do:

• Lead and Support the Team: Act as the primary point of contact for the local CSM team, fostering servant leadership, transparent communication, and a collaborative culture
• Monitor and Enhance Performance: Ensure the team meets quarterly OKRs by monitoring individual and team performance, conducting regular 1-on-1 sessions, and providing necessary training and guidance
• Manage Workload and Onboarding: Distribute workloads equitably, provide a structured onboarding plan for new CSMs, and set clear career progression paths aligned with SumUp’s guidelines
• Drive Strategic Initiatives: Plan and manage the CSM annual salary budget, analyze eNPS results, and implement and monitor eNPS action plans to improve team engagement and satisfaction
• Represent and Advocate: Represent the team in internal meetings with stakeholders and leadership, advocating for process improvements and promoting efficient cross-team collaboration

What we’re looking for:

• Bilingual Proficiency: Fluent in English and French, with excellent verbal and written communication skills
• Strong Analytical Skills: Capable of setting and monitoring OKRs and analyzing team performance effectively
• Adaptability and Leadership: Proven ability to drive excellent team performance in fast-paced, dynamic environments (such as Customer Support or Sales)
• Organizational Excellence: Exceptional organizational abilities to manage multiple priorities and ensure team efficiency

Why you should join SumUp:

🌎Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin 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 of €2000 for attending conferences and/or advancing your career through further education

🔄 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp

🔗 Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team

About SumUp

We believe in the everyday hero. Small business owners are at the heart of all we do, so we're creating tools that help them run their businesses. With a founder’s mentality and a 'team-first' attitude, our diverse teams across Europe, South America, and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, color, 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.