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: