Implementation & Customer Success Specialist

At IPID, we're building trust in global payments. Our account verification solutions help financial institutions, payment service providers, and enterprises verify account ownership before payments are sent, reducing fraud, improving compliance, and helping money reach the right recipient with confidence.

Founded by industry veterans from organisations including SWIFT and Thomson Reuters, IPID combines deep payments expertise with modern technology to help make global payments safer, simpler, and more reliable. As we continue to grow, we're looking for talented people who enjoy solving meaningful problems and want to make a visible impact in a fast-moving global fintech.

Join IPID at the point where technology becomes real customer value. As an Implementation & Customer Success Specialist, you will help customers integrate IPID’s solutions successfully and continue getting meaningful value from them after launch.

You will work directly with customers to understand their technical requirements, guide API integrations and troubleshoot implementation challenges using tools such as Postman. Along the way, you will collaborate closely with Sales, Product and Engineering to translate customer needs into practical solutions and create a smooth experience from pre-sales through implementation and ongoing adoption.

This role is a strong fit for someone who enjoys combining technical problem-solving with customer partnership. You will have the opportunity to manage multiple customer relationships, improve how implementations are delivered and help customers use IPID’s solutions successfully over the long term

• Support sales team in client-facing pre-sales activities, acting as a trusted partner to prospects.
• Assist in preparing demos, presentations, and technical documentation to help secure client sign-ups.
• Collaborate with senior specialist to understand client requirements and translate them into actionable solutions.

• Assist in the implementation of IPID’s solutions, ensuring smooth onboarding and integration for clients.
• Work directly with customer technical teams to gather requirements, configure integrations, and validate API workflows.
• Troubleshoot API integration issues, analyse request/response data, and partner with Product and Engineering teams to resolve complex technical challenges.
• Test and validate API integrations using tools such as Postman.
• Document lessons learned and contributed to internal knowledge-sharing resources

• Serve as a primary point of contact for clients post-implementation, fostering long-term relationships and client satisfaction.
• Deliver ongoing training, enablement sessions, and best-practice guidance to help clients maximize the value of IPID’s solutions.
• Monitor client usage data and feedback to identify pain points, opportunities for improvement, and potential expansion.
• Proactively identify and escalate client issues or risks to senior team members before they impact client experience.
• Support retention and advocacy efforts by ensuring clients achieve measurable success with IPID’s solutions.

• Minimum 2 years in implementation, solutions consulting, technical support, technical account management, or customer success roles involving APIs and software integrations.
• At least 1 year of hands-on experience working with REST APIs, software integrations, and SaaS platforms.
• Strong understanding of software development lifecycle and technical implementation processes
• Strong pre-sales and client relationship management experience, beyond ticketing or customer service.
• Familiarity with APIs, databases, and cloud technologies
• Proficient in project management tools and methodologies
• Excellent problem-solving skills and a customer-first approach
• Strong communication skills in English, with the ability to communicate technical concepts to non-technical stakeholders effectively
• Ability to manage multiple projects and priorities simultaneously
• Demonstrated ability to manage multiple customer relationships simultaneously
• Driven and proactive with a strong attention to detail
• Self-starter with the ability to work independently while being a reliable and collaborative team player
• Experience working in a globally distributed start-up or high-growth environment is a plus
• Knowledge of OpenPGP and RSA is an added advantage
• Applicants must have valid work authorization for the location in which this position is based.