Customer Success Manager

Summary

Join Primer's growing Customer Success team and play a key role in supporting our merchants. You will work directly with merchants, ensuring adoption, growth, and renewal of our platform. This involves identifying growth opportunities, managing risks, and representing merchant needs internally. You will develop a deep understanding of our product and collaborate across teams. The role requires excellent interpersonal skills, data analysis abilities, and the capacity to thrive in a fast-paced environment. Primer offers a fully remote work environment and a comprehensive benefits package.

Requirements

• Fluency in Mandarin and English is mandatory for this role
• 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!

Responsibilities

• 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
• Identify and qualify opportunities for growth while ensuring you have a constant view of risks
• Represent the merchant internally at Primer, while progressing opportunities, risks and challenges proactively to ensure a great experience
• Develop a deep understanding of our product and collaborate across teams at Primer to assess and prioritise merchant requests to prime them for growth
• Wear multiple hats and roll up your sleeves, building Primer with us from the ground up

Preferred Qualifications

• 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!

Benefits

• We are fully remote
• 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
• Medical insurance
• A broad set of additional perks and benefits ( depending on location)