Account Manager (HVM)
About this role
About the team:
Our Merchant Care team sits at the heart of SumUp's mission to empower small businesses. Our high-value merchant segment — businesses processing between €50K and €700K per month — needs more than reactive support. They need a proactive, trusted partner who understands their business and helps them grow. This role sits within a newly established, strategically important function that's scaling fast, with 10 new hires planned over the next three months alone. The UK is one of our largest and most strategic markets, and this person will play a central role in shaping how we serve it.
👉 Take a look inside our London office
Responsibilities
- Take ownership of a portfolio of approximately 300 high-value merchant accounts, stepping in from month three of their journey with SumUp to drive long-term success
- Proactively engage merchants through calls, emails, and onsite visits — guiding them through product questions, supporting their growth plans, and conducting quarterly portfolio reviews
- Run personalised training sessions (remotely and onsite) to help merchants get the most out of SumUp's products
- Act as the bridge between merchants and internal teams — including product, sales, and support — to resolve issues and surface opportunities
- Monitor transactional data and account metrics to spot signs of churn early and take action before it becomes a problem
- Take a consultative approach to upselling and cross-selling, recommending products that genuinely fit the merchant's needs
- You'll be great for this role if…
- Experience managing a portfolio of high-value or strategic accounts, ideally within SaaS, fintech, or payments
- Strong stakeholder management skills, with the ability to collaborate across sales, product, and operational teams
- A consultative, relationship-first approach to commercial conversations — focused on long-term value rather than aggressive sales
- Excellent communication skills in English, with the confidence to engage senior merchant contacts and internal leadership
- Comfort working autonomously across a busy portfolio, with strong operational problem-solving instincts
- Why join SumUp?
- 🌎 Opportunity to work with a truly global, multicultural team from our central Covent Garden location, wrapped in historic charm and modern flair. 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
- 🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success
- 🏖 Generous time off: enjoy 28 days of paid leave, plus bank holidays and special leaves
- 📚 A dedicated annual L&D budget for attending conferences and/or advancing your career through further education
- 🏥 Health matters: private health insurance, including optical and dental
- 🚗 Life made easier: salary-sacrifice commuter benefits via Gogeta
- 💼 Financial security: retirement scheme (SumUp matches 7% when you contribute 5%)
- 🛡 Peace of mind: life insurance from MetLife for 2× your salary
- 🌴 Break4me: 1-month sabbatical after 3 years of service
- 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
About SumUp
Be empowered to do more that matters. At SumUp, 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 SumUp as their financial partner to manage payments, finance and customer relationships. Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers 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. SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, 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. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok. Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.