Customer Success & Support Specialist

Didit (YC W26); Barcelona; On-site; EUR 60,000 - 90,000; Full time

Job summary

Didit is seeking a proactive Customer Success professional in Barcelona to own client relationships, guide verification flows, and drive retention. You will serve as the bridge between our technology and client needs, resolving complex queries with precision and advocating for customers across product and engineering teams.

You'll be at the heart of onboarding, ensuring customers nail their first steps on the platform and uncover expansion opportunities, while surfacing churn risks to the sales

Qualifications

• Experience in Customer Success, Account Management, or Support in B2B SaaS, Fintech, or Compliance.

Responsibilities

• Guide clients through configuring verification flows and onboarding.
• Resolve product questions quickly and act as a product expert.
• Advocate for the customer and relay feedback to product and engineering.

Job description

Make sure every client gets the maximum value from Didit. You'll be the primary point of contact for support — guiding users through their verification flows, resolving complex queries, and building the long-term trust that keeps customers growing with us. You're the bridge between our technology and the businesses that rely on it every day.

What you'll do

• End-to-end support — guide clients through configuring their verification flows for a seamless experience, proactively.
• Resolve issues fast — act as a product expert and clear operational doubts about the platform with speed and precision.
• Be the client's advocate — listen deeply to needs and feedback, and turn them into actionable insight for product and engineering.
• Drive onboarding — help new customers nail their first steps on the platform for a high-impact start.
• Own the relationship — build trust-based relationships that drive long-term retention and adoption.
• Close the feedback loop — be the voice of the customer, systematically routing technical issues and feature requests to the engineering team.
• Spot revenue signals — surface expansion opportunities and churn risks to the sales team to support growth and retention.

What we're looking for

• Experience — prior Customer Success, Account Management, or Support experience, ideally in B2B SaaS, Fintech, or Compliance.
• Languages — excellent communication and negotiation skills in English and Spanish (others a plus).
• Soft skills — exceptional active listening and a genuine client-first mentality.
• Mindset — strong ownership and the ability to thrive in a high-pressure, fast-paced startup.
• Profile — ambitious, proactive, and results-driven, with a real desire to grow within the company.

Nice to have

• A solid understanding of KYC, AML, or identity-verification standards.

What we offer

• A high-impact role with ownership and visibility — you'll own the customer relationship and be heard across product, engineering, and sales.
• Real growth — the chance to grow with us and help build the best identity company in the world.

We'll discuss compensation directly during the process.

Didit is infrastructure for identity and fraud. We give companies one API to authenticate, verify, and monitor users and businesses — including KYC, KYB, biometric liveness, AML screening, transaction monitoring, and wallet screening — all composable into any workflow and live in minutes.

We’re the only identity provider formally attested by an EU member-state government as safer than in-person verification. We offer transparent pricing, 500 free checks per month, and global coverage across 220+ countries, 14,000+ document types, and 48+ languages.

Backed by Y Combinator and Robinhood. We’re a small, fast-moving team building the identity and fraud layer for the internet. If you want to ship products used by millions and own meaningful scope from day one, we’d love to hear from you.