Senior Customer Success Manager

Ditto is the new brand that is evolving Customer Identity Access Management with privacy-first digital identity, using cryptographic and zero-knowledge proofs to secure everyday customer journeys. Our platform helps global brands move beyond passwords and point solutions to seamless experiences that feel instant for users and safe for the business. We don’t just fight fraud or tick compliance boxes. We replace clunky, repetitive checks with fast, privacy-first authentication rooted in cryptographic certainty – so customers move quickly, transact with confidence, and keep coming back. Behind the platform is a team of curious builders and bold thinkers who see identity as the engine of digital business. We collaborate across borders and design with people in mind – from CISOs and product leaders to the customers they serve. If you’re ready to help organisations move from identity friction to identity freedom, this is where you can shape what’s next. The Role We're looking for a senior 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 Required Experience 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 (you don’t need all, but several matter) 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 Start-up 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 Why join Ditto? Digital identity is becoming central to how businesses grow, how services are delivered, and how trust is built online. Ditto is supporting the infrastructure behind that shift — helping organisations verify customers, reduce friction, strengthen security, and orchestrate trusted digital experiences. That means the work matters. And so does the story around it. This is an opportunity to join a growing company, with a new brand, and help define how we take that story to market. You’ll work closely with senior stakeholders across product, marketing, and commercial teams. You’ll shape messaging that supports growth today, while helping position Ditto for the market opportunities ahead. The future is moving towards more secure, privacy-first digital interactions. Ditto is shaping that future now. If you’re energised by complex products, sharp messaging, and the chance to make a visible impact in a growing business with a new brand, we’d love to hear from you.