[Hiring] Technical Customer Success Manager @Ditto

Role Description

We're looking for a technical customer success manager focused on digital identity, authentication, and security to help scale our global customer base, starting with Europe and regulated industries. This is an early, high-impact role. You won’t be joining a fully built customer success function—you'll be helping create it. The position operates inside customers’ authentication and security stack and requires the ability to engage credibly with security architects, fraud teams, compliance stakeholders, and CISOs while still rolling up your sleeves to solve real operational problems day to day.

You will act as the trusted advisor after deployment, ensuring customers successfully implement, operate, and expand the Uniken (Ditto) identity platform across onboarding, authentication, fraud prevention, and regulatory use cases. The role blends technical consulting, operational ownership, and commercial awareness. You will work closely with Product, Engineering, and Sales to translate real‑world usage into customer value, product improvements, and expansion opportunities.

If you prefer structure, playbooks, and clearly defined boundaries — this is not that role. If you enjoy building processes, solving messy problems, and becoming indispensable to customers — this is exactly that role.

What You’ll Do

• Customer Implementation & Adoption
  • Lead onboarding for strategic customers including architecture alignment, integration planning, stakeholder mapping, and training
  • Work directly with customer engineers on SDK and API integrations across mobile and web
  • Help customers reach production quickly and safely
  • Run technical workshops covering authentication journeys, policies, and recovery flows
  • Make the platform part of the customer’s daily operations, not just a purchased tool
• Operational Security Ownership
  • Monitor authentication performance and behavioural patterns
  • Help customers during incidents or authentication degradation events
  • Coordinate troubleshooting between customer teams and Uniken engineering
  • Recommend configuration and policy tuning balancing fraud risk vs user experience
  • Identify operational risks before customers escalate them
• Identity & Authentication Advisory
  • Engage customers on real identity problems, including:
    • MFA, passwordless and step-up authentication flows
    • Adaptive and risk‑based authentication
    • Federation (OIDC, OAuth2, SAML)
    • Device binding and application attestation
    • Token/session lifecycle management
    • Secure onboarding and identity verification workflows
• Commercial & Expansion Support
  • Identify new use cases and expansion opportunities early
  • Support renewal readiness and adoption maturity
  • Run QBR‑style conversations focused on measurable value
  • Partner with Sales on expansion rather than handing customers back
• Build the Customer Success Function
  • Create onboarding and operational playbooks
  • Define health metrics and success signals
  • Feed real customer insight directly into product decisions
  • Help shape how Uniken delivers and supports customers globally

How Success Is Measured

• Customers reach production quickly and stay stable
• Authentication success rates improve over time
• Customers expand into additional use cases
• You prevent issues before they become escalations
• Customers view Uniken as part of their security architecture, not a vendor

Qualifications

• Customer‑facing role in Identity, Cybersecurity, Fraud, Authentication, or developer‑centric SaaS
• Experience working with technical stakeholders (engineering, security, architecture)
• Comfortable troubleshooting integrations and reading logs or workflows
• Experience working in ambiguous or fast‑moving environments
• Comfortable working directly with senior stakeholders without heavy internal structure

Technical Knowledge

• MFA / authentication flows
• OIDC, OAuth2 or SAML
• Passwordless or device‑based authentication concepts
• API integrations
• CIAM or identity architecture basics
• Secure onboarding/verification workflows

Nice to Have

• Banking/fintech/regulated industry exposure
• Technical Account Manager, Solutions Consultant, IAM Engineer or Security CSM background
• Startup or early-stage company experience
• Additional European languages (Ideally French, Spanish or German)

Who Will Succeed Here

• You like solving problems more than managing tickets
• You can talk to engineers and executives in the same day
• You take ownership rather than waiting for direction
• You care about outcomes, not just activity
• You’re comfortable being the person customers rely on

Benefits

• 25 days holiday plus bank holidays
• Life Insurance
• Up to 16 weeks fully paid parental leave
• Private Medical Insurance including dental and optical cover

Location

United Kingdom (Remote)

Employment Type

Employee Full-Time