Customer Success Activation Specialist - El Paso, TX

El Paso, Texas, United States
· Customer Support

Employment type: Full-time

Our Customer Success team is the engine behind long‑term merchant growth — ensuring that every business that chooses Sum Up 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 Sum Up.

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

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.

• Opportunity to work with Sum Uppers 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 Sum Up team

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

Be empowered to do more that matters.

At Sum Up, 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 Sum Up 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 Sum Uppers 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.

Sum Up is proud to be an Equal Employment Opportunity employer, actively seeking…