Senior Customer Success Manager - North America

Location

Vancouver; San Francisco

Employment Type

Full time

Department

GTM

An Introduction to Primer

Primer is the world's first unified payment infrastructure, founded by former leaders of Braintree and PayPal. We 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, we give finance, payments, and engineering teams the tools to move faster, reduce complexity, and unlock growth. Our open, modular platform connects to 150+ services across the payments ecosystem, while our expanding CFO product suite brings unified reconciliation, FX management, and financial visibility across markets and currencies.

Backed by Accel, Balderton, ICONIQ, and Tencent, we're setting a new standard for how the world moves money.

Which team will you be joining?

At Primer, the Customer Success team is at the heart of our mission to unify payments and unlock growth through a world-class payments infrastructure. We partner closely with some of the most innovative businesses across the globe, guiding them to make the most of Primer’s powerful platform. From product onboarding to strategic expansion, we’re obsessed with delivering value at every step of the customer journey.

Success at Primer doesn’t mean just retaining customers, it means accelerating their growth. That’s why we focus on measurable outcomes, proactive guidance, and long-term relationships built on trust. If you're excited by the idea of shaping the future of global commerce and being a trusted partner to cutting-edge companies, you’ll fit right in.

What will you be doing?

• This is a founding Customer Success role to spearhead our growth in North America!

• You'll work with our merchants on a daily basis, putting their needs first, engaging them at critical points in their journey to ensure adoption, growth and renewal.

• You'll identify and qualify opportunities for growth while ensuring you have a constant view of risks.

• You'll represent the merchant internally at Primer, while progressing opportunities, risks and challenges proactively to ensure a great experience.

• You'll develop a deep understanding of our product and collaborate across teams at Primer to assess and prioritise merchant requests to prime them for growth.

• We're a growing company, where everyone can have an input into how things are done - you'll wear multiple hats and roll up your sleeves, building Primer with us from the ground up.

What we’d love to see:

• Payments experience or related industry experience is preferred, but not essential!

• Previous experience in a client-facing role in customer success or account management working with a complex technical product; previous experience in consultancy is a definite plus!

• 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 - we're a company that's growing fast, and we want you to grow with us!

You may not like it here if:

• You enjoy working in an office-setting, we are remote-first and always will be!

• You are not comfortable with shifting context and navigating ambiguity

Our interview process

• 30 minute call with a Talent Partner

• 45 minute interview with our Hiring Manager

• Challenge Stage - Contextualised to Primer!

• 60 minute values alignment interview

What’s life like at Primer?

We’re building a culture where people can come and do their best work and enjoy it. We want our people to be proud of the impact that they have at Primer, and of the work that they are doing. You will be working with a team of people who are mission-driven, smart, and reflective, and who are invested in building exceptional products and delivering success for our merchants (and we also know how to have fun along the way).

We work remotely. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships with each other through great remote working practices and thoughtfully designed face-to-face time together. Our heads-together time comes in the form of workstations, our annual company retreat, and co-working space access worldwide.

Finally, let’s go ahead and say it. The work that we do is challenging. Startups are a challenge, building category defining products is a challenge. You should be prepared for a challenge at Primer. But, there’s a big difference between a challenge and a struggle. The key difference is that the right challenge comes with the right support structures, an acceptance that not everything always goes to plan, a collaborative environment, and a great team around you. It’s never a challenge that you will face alone.

Our benefits

We are fully remote and globally distributed; and have been since day one

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)

Don’t meet every single requirement?

At Primer, we’re dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be the right candidate for this or other roles. Primer is committed to the equal treatment of all current and prospective employees, regardless of background or beliefs.

Primer adopts a zero-tolerance approach to discrimination. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.