• Own a portfolio of 150–300 customers with clear accountability for retention, adoption, and expansion outcomes • Proactively engage customers through calls, meetings, and scaled campaigns to drive value and momentum • Monitor health signals, usage data, and renewal indicators to prioritize the highest-impact actions • Lead renewal strategy and execution, reducing risk and securing long-term partnerships • Identify and drive expansion opportunities in partnership with Sales • Run efficient, scalable motions (segmentation, automation, 1:many engagement) to maximize reach and impact • Conduct discovery to understand goals, align on outcomes, and position Newsela as a strategic partner • Solve root causes of customer challenges rather than addressing surface-level symptoms • Maintain accurate forecasting, planning, and execution tracking in our systems • Leverage core tools (ex. Salesforce, Gainsight, Gong, Salesloft) to manage your book of business with consistency, operational rigor, and clear process adherence • Continuously seek feedback and improve your approach to raise the bar on performance and outcomes

• Pipeline Generation within Existing Accounts: Identify and qualify expansion opportunities (additional studies, modules, or services) through proactive discovery, account mapping, and engagement with key stakeholders; partner with Account Executives to progress and close opportunities. • Commercial Ownership of Inbound Opportunities: Manage inbound requests from existing customers through qualification, scoping, pricing alignment (with Sales/Marketing), and conversion to closed-won revenue where applicable. • Value-Based Selling: Translate customer goals and operational challenges into tailored solution recommendations, positioning product capabilities (e.g., reporting, recruitment optimization, integrations) to drive measurable ROI and support upsell/cross-sell motions. • Customer Onboarding: Lead the onboarding process for new customers, ensuring they understand and can fully utilize the product/service. • Customer Engagement: Develop and maintain positive relationships with customers, regularly reaching out to address their needs and ensure satisfaction. Identify account opportunities to support their business needs. • Issue Resolution: Address and resolve customer inquiries or concerns in a timely and effective manner, coordinating with internal teams as needed. • Product Education and Training: Educate customers on features, benefits, and best practices, providing training sessions and support documentation as needed. • Customer Retention and Growth: Monitor customer health metrics, proactively identifying risks, opportunities for expansion, and working with sales for upselling when appropriate. • Feedback Collection: Collect customer feedback, relay it to product and support teams, and work towards improving the overall customer experience. • Data Tracking and Reporting: Keep accurate records of customer interactions, updates, and engagements, providing reports and insights on customer satisfaction trends. Ensure the CRM system contains accurate customer data (in particular account, contact, opportunity, LOA score, NPS/CSAT scores, meeting notes, risk and other key fields as necessary). • Collaborate with Cross-Functional Teams: Work closely with product, sales, and support teams to ensure a cohesive customer experience.

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’ve been recognised as a top global employer, #1 in FinTech for ‘flexibility’! Our 2025 Product Showcase 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.

• Serve as the primary trusted advisor for 5-10 of Vanta's most strategic customers, each with 10,000+ employees and highly complex organizational structures • Lead enterprise-scale implementations, configurations, and optimizations of Vanta's Trust Management Platform across multi-business-unit, multi-geography organizations • Build and maintain deep, multi-threaded executive relationships with CISOs, CIOs, Chief Compliance Officers, and other C-level stakeholders • Partner closely with Strategic Account Executives and Account Managers to identify expansion opportunities, develop account growth strategies, and execute on land and expand motions • Manage complex, multi-quarter projects that require coordination across customer teams, Vanta cross-functional partners, and external stakeholders • Provide expert guidance on security best practices and compliance standards (SOC 2, ISO 27001, HIPAA, GDPR, etc.) tailored to large enterprise environments • Drive strategic Executive Business Reviews (EBRs) and value realization conversations that align Vanta's capabilities with customer business outcomes and ROI • Act as the voice of strategic customers to Vanta's product development teams, synthesizing feedback and influencing product roadmap priorities • Proactively identify risks, develop mitigation strategies, and ensure long-term retention and customer advocacy • Collaborate with Solutions Engineering, GRC SMEs, Support, and Product teams to deliver world-class customer experiences