Customer Success Lead - UK/I

XYZ Reality

Job title: Customer Success Lead (Global / Regional) Department: Customer Success Location: US (Client-facing, travel required) ABOUT XYZ REALITY ────────────────────────────── XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom — a smart, site-safe headset/hardhat — but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets. XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects. THE ROLE ────────────────────────────── The Customer Success team are the face of XYZ Reality for our clients. They make people feel the product. This is a role for someone who has lived construction — on major programmes, in the dirt, under pressure — and come out the other side frustrated that the industry hasn't changed fast enough. You'll use that experience to connect with everyone from Sub-Contractor engineers on site to C-Suite Project Directors in the boardroom, speaking their language, understanding their problems, and showing them — not just telling them — how XYZ Reality changes the way projects get delivered. With the CS team set to grow from 3 to 15 over the next 18 months, this is a chance to help shape what great client experience looks like in a business that is genuinely transforming the construction industry. If you've ever thought "we could do this so much better" — this is where you come to prove it. KEY RESPONSIBILITIES ────────────────────────────── • Own the client relationship across your accounts — acting as the primary point of contact from onboarding through to long-term adoption, ensuring clients consistently feel the value of the XYZ platform and services. • Bridge the gap between field teams and client stakeholders — translating on-site performance and delivery data into meaningful conversations at every level, from site engineers to C-Suite. • Drive platform adoption and client engagement — identifying barriers, implementing structured improvement plans, and ensuring project teams are getting the maximum benefit from the XYZ service. • Build and grow a high-performing Customer Success team — developing individuals, establishing best practices, and creating a culture of client obsession as the function scales rapidly. • Partner with Commercial teams to support account retention and expansion — leveraging proven delivery performance and strong relationships to unlock growth within existing clients. • Feed client insight back into the business — translating real-world construction challenges and adoption patterns into actionable intelligence for Product, Operations, and Leadership teams. REQUIRED QUALIFICATIONS ────────────────────────────── • 10+ years of hands-on construction delivery experience on major programmes (£/$/€100Ms to BNs) — Data Centre, Pharmaceutical, large infrastructure, or equivalent mission-critical environments. • Proven ability to operate credibly across all levels of a construction organisation — from boots-on-the-ground site teams to C-Suite directors — with the chameleon quality to be "one of us" in any room. • Track record of senior client-facing work, including presenting to and influencing executive stakeholders, managing complex relationships, and driving measurable outcomes. • Genuine passion for improving the construction industry — not just professionally curious, but personally driven to be part of the change. KEY EXPERIENCE & SKILLS ────────────────────────────── • Deep construction knowledge — you can talk shop at every level • Exceptional client relationship & stakeholder management • Comfortable presenting to C-Suite and owning the room • Empathetic, charismatic & naturally builds trust fast • Data-driven approach to client value & adoption metrics • Passion for technology-led change in the built environment BENEFITS ────────────────────────────── 🏝️ 15 days PTO + public holidays 🩺 Private healthcare including vision & dental 🎄 Christmas shutdown days on top of leave allowance (2–4 per year usually) 🏠 Hybrid working 🪙 Biannual salary reviews 💰 Employee referral scheme 🚀 Make a real-world impact of revolutionising the construction industry

Primer

An Introduction to Primer Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue - all from a single platform. Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on. Watch our showcase > Read up on our $100m Series C Learn more about our culture > WHICH TEAM WILL YOU BE JOINING? We are seeking a motivated and high-performing Business Development Manager with experience in enterprise sales as we turbo charge our revenue engine. As a BDM on the enterprise team, you will own the selling of the Primer suite of products from end to end. With a consultative approach, you will lead the sales cycle with founders, CEOs, CTOs, CFOs, and VP / Director level functional leads. You will also drive the Sales strategy by owning all aspects of the sales cycle from prospecting to discovery to close. This will include cross-functional work to develop the customer strategy and contribute to other revenue initiatives. The Enterprise team at Primer is focused on both Strategic and Enterprise accounts. We work with founders and executives across a wide variety of verticals to gain an in-depth understanding of their business. 🔍 WHAT WILL YOU BE DOING? * Own and manage the entire sales cycle from prospecting to closing, focusing on enterprise-level accounts. * Build a robust pipeline through outbound prospecting, networking, and strategic partnerships. * Develop tailored sales strategies to engage key decision-makers and demonstrate the value of Primer’s platform. * Collaborate with cross-functional teams, including Sales Engineering, Product, and Customer Success, to deliver exceptional customer experiences, update cross-functional teams with feedback from prospects, continue to hone our Ideal Customer Profile and action upon unique insights derived from your knowledge of our customers. * Contribute to team projects focused on developing and refining our sales process and playbooks. Staying informed on industry trends and payment innovations to provide valuable insights to clients. * Provide consultative selling to identify customer challenges and present innovative solutions. * Accurately forecast sales performance and maintain detailed records using CRM systems. 👀 WHAT WE’D LOVE TO SEE: * Driven to consistently exceed goals and expectations. * A go-getter, with a bias towards action and the ability to produce results in fast-paced, highly ambiguous situations. * Proactive, improving existing processes and developing best practices. * A strategic negotiator, with a passion for closing deals. * A life-long learner * Curious about prospects, their needs, and how Primer can help. * Energetic and bring a positive attitude to everything you do. ✅ A TYPICAL INTERVIEW PROCESS * An initial intro call with a Talent Partner * An interview with the Hiring Manager * Challenge Stage - Contextualised to the role * A final, values-alignment interview WHAT'S THE CULTURE LIKE AT PRIMER? We're building a culture where people can do their best work and be proud of the impact they have. You'll be working with people who are mission-driven, smart, and reflective, and who are genuinely invested in building exceptional products and delivering success for our merchants. We work remotely, and have done since day one. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships through great remote working practices and thoughtfully designed face-to-face time, including workations, our annual company retreat, and access to co-working spaces across most major cities. The work is challenging. Scaleups are a challenge, and building category-defining products is a challenge. But there's a meaningful difference between a challenge and a struggle. At Primer, the right challenge comes with the right support: strong onboarding, a collaborative environment, and a team that is genuinely invested in your success. It's never something you 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 across major cities 📅 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 experience doesn't align perfectly with every qualification listed, 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 and adopts a zero-tolerance approach to discrimination, regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage and civil partnership, or any other background or belief.

Primer

An Introduction to Primer Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue - all from a single platform. Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on. Watch our showcase > Read up on our $100m Series C Learn more about our culture > WHICH TEAM WILL YOU BE JOINING? We are seeking a motivated and high-performing Account Executive with experience in SMB sales as we turbo charge our revenue engine. As a AE on the Growth team, you will own the selling of the Primer suite of products from end to end. With a consultative approach, you will lead the sales cycle with founders, CEOs, CTOs, CFOs, and VP / Director level functional leads. You will also drive the Sales strategy by owning all aspects of the sales cycle from prospecting to discovery to close. This will include cross-functional work to develop the customer strategy and contribute to other revenue initiatives. The growth team at Primer is focused on both Mid-Market and SMB accounts. We work with founders and executives across a wide variety of verticals to gain an in-depth understanding of their business.   🔍 WHAT WILL YOU BE DOING? * Own and manage the entire sales cycle from prospecting to closing, focusing on Mid-market-level accounts across UK&I. * Build a robust pipeline through outbound prospecting, networking, and strategic partnerships. * Develop tailored sales strategies to engage key decision-makers and demonstrate the value of Primer’s platform. * Collaborate with cross-functional teams, including Sales Engineering, Product, and Customer Success, to deliver exceptional customer experiences, update cross-functional teams with feedback from prospects, continue to hone our Ideal Customer Profile and action upon unique insights derived from your knowledge of our customers. * Contribute to team projects focused on developing and refining our sales process and playbooks. Staying informed on industry trends and payment innovations to provide valuable insights to clients. * Provide consultative selling to identify customer challenges and present innovative solutions. * Accurately forecast sales performance and maintain detailed records using CRM systems.   👀 WHAT WE’D LOVE TO SEE: * Driven to consistently exceed goals and expectations. * A go-getter, with a bias towards action and the ability to produce results in fast-paced, highly ambiguous situations. * Proactive, improving existing processes and developing best practices. * A strategic negotiator, with a passion for closing deals. * A life-long learner * Curious about prospects, their needs, and how Primer can help. * Energetic and bring a positive attitude to everything you do.   ✅ A TYPICAL INTERVIEW PROCESS * An initial intro call with a Talent Partner * An interview with the Hiring Manager * Challenge Stage - Contextualised to the role * A final, values-alignment interview WHAT'S THE CULTURE LIKE AT PRIMER? We're building a culture where people can do their best work and be proud of the impact they have. You'll be working with people who are mission-driven, smart, and reflective, and who are genuinely invested in building exceptional products and delivering success for our merchants. We work remotely, and have done since day one. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships through great remote working practices and thoughtfully designed face-to-face time, including workations, our annual company retreat, and access to co-working spaces across most major cities. The work is challenging. Scaleups are a challenge, and building category-defining products is a challenge. But there's a meaningful difference between a challenge and a struggle. At Primer, the right challenge comes with the right support: strong onboarding, a collaborative environment, and a team that is genuinely invested in your success. It's never something you 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 across major cities 📅 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 experience doesn't align perfectly with every qualification listed, 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 and adopts a zero-tolerance approach to discrimination, regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage and civil partnership, or any other background or belief.