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

• Develop trusted relationships with both operational sponsors and Executive Level contacts, becoming a trusted advisor consulting on high impact digital business topics. • Navigate large distributed organisations and employ change management strategies and principles to ensure successful adoption and leadership advocacy. • Build a data-driven success plan for each step of the customer journey that aligns to your clients’ Key Business Objectives. • Map strategic contacts and entities among each of your key accounts to ensure strong penetration for key use cases. Increase user adoption across the organisation and regularly (quarterly) articulate generated value and ROI Identify and collaborate with your clients’ tech partner and agency ecosystem to drive stickiness and drive meaningful joint value propositions. • Drive renewals to a successful completion and help build upsell strategy in close collaboration with Sales. • Identify upsell and cross-sell opportunities on your portfolio aligned with value proposition • Pro-actively and constantly leverage data to measure your portfolio performance, and anticipate and manage all potential critical situations. • Leverage critical thinking to challenge and help strengthen our processes. • Maintain best in class adoption and usage of all Customer Success tools and reporting (Gainsight, Salesforce, Tableau, Customer health score,etc. ). • Collaborate effectively with peers to ensure operational efficiency, regularly sharing best practices, successes, and challenges to continually improve our best in class customer success practice. • Influence your clients into becoming Contentsquare advocates through encouraging speaking in events, product feedback sessions, case studies, referral calls, etc. • Act as a liaison between your customers and our product teams to share product feedback and use cases to drive customer centricity of our product. • Become a Contentsquare ambassador yourself leveraging knowledge of the market trends and tech ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments with our solutions. • Act as a public speaker, sharing your knowledge of Contentsquare and industry best practices internally in team meetings/workshops, with your clients, and at our customer and partner events.

Title: Customer Engagement Manager Role: Full time Must be Located in West Coast (USA) Own and Grow Client Relationships - Take full ownership of a defined book of business, driving platform adoption and dealership performance through data-backed strategy and regular check-ins. - Serve as the primary point of contact, fostering strong relationships that turn clients into brand champions. - Proactively identify accounts with declining engagement or underperformance and implement targeted recovery plans to restore health and value realization. Drive Product Engagement and Operational Excellence - Conduct high-impact remote consultations to elevate dealership performance across the full suite of platform solutions. - Monitor key performance indicators (KPIs) and provide ongoing recommendations for operational improvements. - Use storytelling, benchmarking, and data to influence dealership stakeholders from frontline managers to GMs and dealer principals. Deliver Client Success with Accountability - Be responsible for customer satisfaction, platform reliability, and timely delivery of insights and support for all accounts in your portfolio. - Confidently lead discussions across varying levels of dealership leadership, tailoring your approach to resonate with each audience. Partner Strategically Across Teams - Collaborate with the VP of Operations & Consulting and Director of Engagement to refine internal processes, identify new playbooks, and scale best practices. - Support strategic relationships across larger dealer groups and OEM partners to maximize account value and retention. - Identify and pass along expansion opportunities, upsell potential, and cross-sell opportunities based on customer needs and platform engagement. Champion Continuous Improvement - Where necessary, apply a "Genchi genbutsu" ("go and see") approach to dive deep into dealer operations and recommend tailored strategies that yield measurable performance gains. Growing Your Career - Our team is growing, so should your career path. By proving yourself as a high performer, position yourself for forthcoming opportunities in management, parallel departments, and/or potential new divisions - Be vocal. We’re open to developing new processes to assist in our scaling & improve our overall client experience. Drive performance today, help shape tomorrow - Gain insight into critical strategic initiatives with a direct line to the Executive team Your Qualifications - Education & Experience: Bachelor’s or Master’s degree with 4–8 years of directly relevant experience in the automotive industry (dealership, vendor, OEM), consulting, or a similarly demanding, fast-paced environment. - Domain Expertise: Deep familiarity with automotive fixed operations—from appointment scheduling through payment processing. You understand the full lifecycle of a repair order (RO) and the critical nuances that impact efficiency and customer satisfaction. - Preferred Background: A business degree from an accredited institution and/or equivalent hands-on experience in automotive operations or consulting roles. - Strategic Problem Solving: A structured and thoughtful approach to solving complex challenges across technology, operations, and people. You're comfortable navigating ambiguity and driving toward clarity. - Change Management Acumen: Familiarity with well-established change management frameworks and experience applying them to guide clients through operational transformation. - Relevant Industry Experience: Previous roles in fixed ops leadership, performance consulting, or success management are highly preferred. - Relationship Resilience: You bring a tenacious, solution-oriented mindset—committed to building strong, trust-based relationships even in challenging circumstances. You don’t shy away from tough conversations or uphill battles. - Autonomous Execution: Highly self-motivated and capable of operating with minimal oversight. You consistently deliver high-quality work, on time, with professionalism and pride. - Growth Mindset: Strong intellectual curiosity and a passion for continuous improvement. You know how to prioritize for impact and focus on driving outcomes, not just checking boxes. - Analytical Fluency: Proficient in identifying patterns, trends, and insights in performance data—and translating them into actionable recommendations. - Communication Excellence: Exceptional written and verbal communication skills. Able to craft compelling narratives and present findings to both technical and non-technical audiences. - Start-up/Growth Environment Exposure: Experience in a high-growth division or start-up environment is a plus. You’re energized by the opportunity to build, iterate, and influence direction. - Mission-Driven Mentality: You’re not looking to just fill a role—you want to make an impact, shape the future, and be a core contributor to a company’s growth journey. We value diverse experiences and backgrounds, so we encourage you to apply if you meet some but not all of the listed qualifications. Total Rewards at myKaarma At myKaarma, we offer a comprehensive Total Rewards package that extends beyond the base salary. Our commitment to competitive compensation includes bonuses and benefits that support both personal and professional well-being: - Flexible Work Environment: We embrace a high-performance, flexible structure that values freedom and responsibility. Our “Highly Aligned, Loosely Coupled” model empowers teams to innovate and continuously improve using data-driven insights. - Health and Wellness: Comprehensive medical, dental, vision, life, and disability benefits, along with wellness and telework stipends. - Time Off: Generous vacation time to recharge and balance life outside work. - In-Office Perks: Enjoy dog-friendly offices and unlimited snacks or refreshments onsite. The starting salary range for this role is $70,000 + Bonus depending on experience and qualifications, reflecting our dedication to competitive industry compensation. Additional details about our Total Rewards package will be shared during recruitment. Our Commitment to Inclusion At myKaarma, diverse perspectives drive innovation and success. We are committed to creating a safe, welcoming, and inclusive workplace where every employee feels valued and empowered and can do meaningful work. Our mission to deliver exceptional solutions to our clients is strengthened by the unique contributions and perspectives of our team members from all backgrounds. As an equal opportunity employer, myKaarma prohibits any form of unlawful discrimination or harassment based on race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable laws in the regions where we operate. We adhere to all EEOC regulations and actively promote an environment that celebrates and supports diversity, equity, and inclusion for all. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. Reasonable accommodation is a change in the way things are normally done, which will ensure an equal employment opportunity without imposing undue hardship on myKaarma. Please let us know if you require reasonable accommodations during the application or interview process by filling out this form. myKaarma participates in the E-Verify Program. myKaarma considers candidates requiring work authorization on a case-by-case basis. Sponsorship may be available for exceptional candidates depending on role requirements and business need.