Implementation & Customer Success Specialist

Who We Are

IPID empowers financial institutions, payment service providers, and enterprises with a single global API for Know Your Payee (KYP) verification—reducing fraud, reducing costs, staying compliant, and streamlining cross-border payments, globally.

We are a fast-growing fintech startup, founded by a global team of industry veterans from iconic organizations like SWIFT and Thomson Reuters. Supported by leading investors such as Monk's Hill Ventures, Jungle Ventures and Saison Capital, and guided by an advisory team featuring C-suite leaders from Microsoft, Commonwealth Bank, and the Bill & Melinda Gates Foundation. Our team combines global expertise with local insights; we are present across key cities—including Singapore, Hanoi, Kuala Lumpur, Mumbai, Amsterdam, Brussels, Paris, London, New York, and Dubai.

Core Responsibilities:

Pre-Sales (25%)

• 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.

Implementation (25%)

• Assist in the implementation of IPID’s solutions, ensuring smooth onboarding and integration for clients.
• Work with clients to gather requirements and support technical setup, focusing on APIs and workflows.
• Coordinate with Technology and Product teams to support integration tasks and troubleshoot basic issues.
• Document lessons learned and contributed to internal knowledge-sharing resources.

Customer Success (50%)

• 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.

Requirements

• Minimum 2 years of experience in client-facing/customer success roles preferably within the fintech or financial services sector
• At least 1 year of experience working with APIs and web-based software (SaaS)
• 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.

Benefits

What We Offer

• Meaningful Impact – Play a key role in shaping the future of trusted cross-border payments and fraud prevention, helping solve critical challenges for financial institutions and businesses worldwide.
• Learn from experienced industry leaders – Join a team with deep expertise across payments, fintech and technology, and gain exposure to global customers and markets.
• Ownership & Growth – Join a fast-growing global fintech where your contributions are visible and valued, with the opportunity to participate in our Employee Stock Option Plan (ESOP) and share in our long-term success.

Equal Opportunity Employer

Working in accordance with applicable laws, IPID prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by national or local laws of the jurisdiction in which the applicant resides.

If you need assistance or request accommodation during the recruitment process, please contact hr: hr@ipid.tech

Please note that only shortlisted candidates will be notified. All information gathered will be treated in strict confidence and solely used for recruitment purposes.

Recruitment Policy

To protect the interests of all parties, IPID does not accept unsolicited resumes from a third party agency or search firm recruiters. Any unsolicited resumes sent to any IPID employee, regardless of the means of transmission, will become the sole property of IPID. We will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Skills:

Application Programming Interface (API), Best Practices, Cloud Computing, Communication Skills, Cost Control, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Customer/Client Research, Database Technology, Detail Oriented, English Language, Financial Services, Identify Issues, Internet Application, Microsoft Product Family, Multitasking, Onboarding, OpenPGP Encryption Software, Pre-Sales, Presentation/Verbal Skills, Problem Solving Skills, Product Demonstration, Product Support, Project Management Software, Project/Program Management, Sales Support, Software Development Lifecycle (SDLC), Software as a Service (SaaS), Startup, Team Player, Technical Presentation, Technical Support, Technical Writing, Training/Teaching

IPID