Customer Success Manager

Edinburgh, United Kingdom
Full Time
September 14, 2020

Working within our Customer Success Team in Edinburgh for DirectID, you will be an integral part of The ID Co as we strive to help our customers achieve their goals.

The Customer Success team is focused on helping customers from onboarding, through launch and during their journey with DirectID. As a Customer Success Manager you will be working directly with our customers, supporting them during their onboarding, implementation and long term partnership while sharing best practice and insight from the industry.

The role requires someone who is a sharp and experienced account manager, passionate about helping customers, creating strong relations, creative thinking, the ability to forecast what customers might be looking for and a strong desire to learn about the product.

Role Responsibilities
  • Clearly communicate and guide customers on their onboarding and implementation
  • Oversee the initial launch and then owning the ongoing adoption and renewal of DirectID products
  • Owning the commercial and renewals with all customers
  • Working closely with the rest of the Customer Success team to share any customer requirements and ensure our customers are fully supported
  • Actively manage the customer relationship and the lifetime value of clients
  • Develop a thorough understanding of assigned customers and the Open Banking Industry
  • Identify risk, up-sell opportunities and working with internal and external stakeholders to present solutions


  • You have enthusiastic business ethic, a service-oriented ethos and the talent to forge strong connections
  • Confidence and ability to engage at senior levels of businesses on a range of topics, converting into viable business development opportunities
  • Proven credibility building respect with clients when talking about solutions, commercial structures, change management and benefits to the solutions
  • Clear analytical thinker and problem solver with an ability to use the data available to develop fresh insights and ideas
  • Great attention to detail
  • Focuses on priorities to drive business performance
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritising group needs over individual needs
  • Communicates with colleagues effectively by listening and sharing information
  • Consults and briefs others regularly, ensuring full understanding is achieved
  • Handles difficult situations confidently and removes restrictions to communication
  • Demonstrable account management or customer success experience, or equivalent industry experience
  • You have solid written, communication and presentation skillsÂ
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
  • Provide customer feedback to the product and engineering team to help develop the product even further while keeping the customers front of mind
  • Open Banking industry knowledge would be beneficial but not compulsory

  • A great team and challenging problems to solve
  • We are a growing company so your contributions will be valued and have a big impact
  • Working from home
  • Cycle to Work Scheme
  • Competitive Salary
  • Pension
  • Mentoring and training
  • Friday afternoon training time and social events
  • Monthly social activities


To apply for this position, please click HERE

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