Customer Success Activation Specialist - El Paso, TX

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