Customer Success Manager - APAC (Fully Remote)

An Introduction to Primer

The 21st century has witnessed remarkable expansion within the payments ecosystem with the introduction of new payment services, growth in cross-border commerce, and the development of multi-payment processor payment strategies.

The bottom line is that payment is no longer just another step in the purchasing funnel but a strategic asset that can drive business growth and innovation.

Enter Primer - the world's first unified payment infrastructure, empowering businesses worldwide to unleash their payment potential. By choosing our platform, merchants can take control over their payment stack, create unique commerce experiences, accelerate their roadmap and increase payment success.

Primer's enterprise-grade infrastructure, frameworks, and tooling allow merchants to unify their disparate payment solutions and services to build optimised payment flows tailored to their unique business needs with no code or additional complexity. We strive to make something complex incredibly simple and intuitive.

Our success so far has been reflected in the trust placed in us by category leaders such as Printify, NewLook, Voi, and Dabble, who are using Primer to transform their payments into a growth lever. Moreover, the world's top investors, including Accel, Balderton, Iconiq, and Tencent, have also invested in Primer's vision to rebuild payments and commerce from the ground up.

Join us in shaping the future of payments and commerce. Let's pave the way for a world where businesses can fully realise their payment potential.

What will the role involve?

• We're looking for someone to join our growing Customer Success team! We have ambitious growth plans at Primer over the next year and as we scale our onboarding of customers (merchants).

• 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 are we looking for?

• 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!

Please note, fluency in Mandarin and English is mandatory for this role.

What’s the culture 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

• 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)

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—see our diversity commitment statement for more details

Equity, diversity, inclusion and belonging policy

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.