Customer Success Manager

About the Company

Headquartered in Ireland with offices in London, New York and Lisbon, ID-Pal is a fast-growing B2B identity verification company, focused on providing businesses with a simple, secure and convenient way to verify their client’s identity. Through our innovative and award-winning technology, we ensure businesses establish and maintain trust with their customers, providing the very best digital experiences whilst keeping fraudsters at bay.

About the Role

Reporting directly to the Head of Customer Success, we are looking for an ambitious, and enthusiastic Customer Success Manager to join the Customer Success function. As a key member of our customer facing team, you will be responsible for supporting our clients to an exceptional level, focusing on retention and growth activities whilst enabling effective use of ID-Pal’s suite of SaaS solutions. You will have a high degree of autonomy and bring fresh ideas to a growing scale up business, with the potential to develop within a growing Customer Success team who are focused on driving customer satisfaction.

You will be a customer success/account management specialist, with at least 2 years prior experience of supporting existing customers and be confident in interacting with customers as well as internal stakeholders. Ideally you will have prior experience of operating within a SaaS business, financial technology or a compliance-oriented business.

As with all customer success roles, this position will require effective engagement with owned accounts and interactions with all aspects of the business in particular; customer experience, product, sales, marketing, development and finance meaning great variety and lots of varied internal stakeholder interaction.

You will ideally be based in or around Dublin for a hybrid arrangement. We also accept candidates based elsewhere in Ireland, in which case it would be a fully remote position.

Core Responsibilities

• Build and deliver excellent client relationships.
• Lead regular account reviews with clients.
• Grow accounts through cross/upselling activities.
• Focus on activity to ensure customer retention and reduce customer churn.
• Manage and assess customer health and engagement levels as well as leveraging strategic account plans.
• Collate client feedback on issues/bugs and progress to resolution via our Product/Development teams.
• Communicate new feature/functionality requests to our Product team.
• Work closely with the Customer Experience function to ensure client queries are resolved in line with expected SLA’s.
• Support client’s during the onboarding life cycle to ensure a successful implementation and high customer satisfaction.
• Conduct system and data analysis as part of ID-Pal’s ongoing and future product implementations.
• Report on client/account performance, trends, lifecycle and other data insight & analytic factors.
• Working alongside the Head of Customer Success to develop and enhance customer success processes.
• Build strong engagement with customers and internal stakeholders.

Key Requirements

• Proven track record in customer success management & client retention/growth management.
• Prior experience/knowledge within the FinTech or RegTech sector would be a strong advantage.
• Experience of interacting with Director/C-Level individuals.
• Strong negotiating skills.
• Experience of working towards KPI’s and targets.
• A problem solver and strategic thinker.
• Strong communication and engagement.
• Excellent analytical and written skills with great attention to detail.
• Strong stakeholder management.
• Experience of using CRM systems (Salesforce, Monday.com preferable).

What can ID-Pal offer you?

• A high-impact role with ownership and autonomy.
• Exposure to high-growth SaaS operations and customer-facing challenges.
• A collaborative, transparent, and fun culture focused on user-centric innovation and continuous improvement.

Benefits and perks at ID-Pal

Work-life balance

• 23 Days Annual Leave
• Extra Day Off for Your Birthday
• Work Abroad for 2 Weeks Each Year

Upskilling & Wellness

• Access to Bike-to-Work scheme
• Annual wellness/gym membership contribution
• Educational Support based on business needs

Social & Culture

• Monthly Team Lunches
• Regular Social Events and Company Away Days

ID-Pal is an Award-Winning global Identity Verification company that achieved rapid growth within a short space of time and continues to expand across the globe. We are proud of our achievements so far but have much bigger plans and are looking for people who want to be part of that journey. We can offer you the chance to contribute directly to the growth and success of the company and to build something you are proud of. You will be part of an environment where you will constantly be learning and adapting as the company grows.

• If you think you’re a strong candidate for this role, please apply! Learn more about ID-Pal.

Protecting identities is ID-Pal’s bread and butter, and Identity is one of our core values. As an employer, we believe that our workplace is stronger when diverse identities come together, bringing a mix of perspectives, experiences, and ideas to the table. That’s why we are proud to be an equal opportunities employer, committed to fostering an inclusive and welcoming environment for all. We encourage and welcome applications from candidates of all backgrounds, nationalities, and experiences.