Senior Customer Success Manager - North America
About The Position
Primer is the world's first unified payment infrastructure, founded by former leaders of Braintree and PayPal. They unify fragmented payment and finance systems into a single, intelligent platform, automating the entire payments lifecycle from acceptance and orchestration to reconciliation, FX, and financial operations. Trusted by leading merchants worldwide, Primer provides finance, payments, and engineering teams with tools to move faster, reduce complexity, and unlock growth. Their open, modular platform connects to over 150 services across the payments ecosystem, and their expanding CFO product suite offers unified reconciliation, FX management, and financial visibility across markets and currencies. Backed by Accel, Balderton, ICONIQ, and Tencent, Primer aims to set a new standard for how the world moves money. The Customer Success team at Primer is central to their mission, partnering with innovative businesses globally to guide them in maximizing Primer’s platform. The team focuses on delivering value throughout the customer journey, from onboarding to strategic expansion, and aims to accelerate customer growth through measurable outcomes, proactive guidance, and long-term trust-based relationships.
Requirements
- Previous experience in a client-facing role in customer success or account management working with a complex technical product
- Excellent interpersonal skills and the ability to nurture relationships across client stakeholder groups to generate value for both the merchant and Primer
- Skilled at data analysis to identify insights, risks and opportunities to move the needle on merchant operations
- The ability to work in a fast-paced environment with varied, changing objectives - and the ability to balance and prioritise these
- The ability to collaborate and communicate with the Primer team, drawing insights from peers to inform prioritisation and manage expectations
- Structure and organisation - to better excel at discovery to ensure all merchants requirements are clearly understood and prioritised
- Drive and ambition
Nice To Haves
- Payments experience or related industry experience
- Previous experience in consultancy
Responsibilities
- Work with merchants daily, prioritizing their needs and engaging them at critical points to ensure adoption, growth, and renewal.
- Identify and qualify opportunities for growth while maintaining a constant view of risks.
- Represent the merchant internally at Primer, proactively addressing opportunities, risks, and challenges to ensure a positive experience.
- Develop a deep understanding of the product and collaborate across Primer teams to assess and prioritize merchant requests for growth.
- Contribute to building Primer from the ground up, wearing multiple hats and having input into processes as part of a growing company.
Benefits
- Fully remote and globally distributed
- Competitive share options
- Uncapped holiday, with 25 days minimum to be taken
- Co-working space access
- Workations & Company Retreat
- The best equipment for your role
- £500 towards your home office setup
- Generous learning budget
- Private Medical Insurance
- A broad set of additional perks and benefits (depending on location)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
