Implementation & Customer Success Specialist

Implementation & Customer Success Specialist

IPID · Kuala Lumpur, Malaysia (Hybrid) · Full-time · Posted 2026-10-02

Workplace: hybrid

Department: Operations

Description

Who We Are

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.

The Opportunity

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

What You'll Be Doing

Pre-Sales (20%)

• 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 (40%)

• 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

Customer Success (40%)

• 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

What We're Looking For

• 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.

Benefits

What We Offer

• Meaningful Impact – Help build trust in global payments by solving real-world challenges for financial institutions, fintechs, and businesses worldwide.
• Learn from Industry Experts – Gain exposure to global customers, payment ecosystems, and experienced professionals across fintech, payments, and technology.
• Ownership & Growth – Thrive in a collaborative environment where your contributions are visible, valued, and supported through opportunities for learning and career development.
• Share in Our Success – Participate in our Employee Stock Option Plan (ESOP) and grow alongside the company.

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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 [email protected]

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

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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.

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