Unfortunately, the leadership team responsible for the Customer Success Managers is not effective. Highly qualified employees are undermined through micromanagement and evaluated based on touchpoints rather than the quality or impact of their work.
Personally, I’ve been feeling the negative effects of this leadership style more and more each week—growing insecurity, a loss of confidence due to constant oversight and control, lack of motivation, and increasing exhaustion and fatigue.
There is a lack of salary transparency. Salaries range between €26,000 and €35,000 per year, but there is no clear structure or policy in place. In some cases, junior employees are hired at higher salaries than intermediates, leading to frustration and a sense of unfairness within the team.
Due to the challenges associated with the role, there is a high turnover rate within the team—and across SumUp more generally. What was initially a hybrid working model with two remote days per week was changed to a mandatory five-day on-site schedule.
The office is an open-plan space with limited areas for quiet or focused work, despite housing departments like Sales, Customer Care, and Customer Success in close proximity—all of which involve constant phone activity throughout the day. The CSM role at SumUp is essentially a phone-based position, with expectations to spend 4 to 6 hours daily on calls.
