Customer Success Specialist

About Us

Industrial perimeters are bottleneck in the modern global enterprise, still relying on manual admin work. At 9ID, we are rewriting the rules of physical security with our autonomous AI Guard—replacing slow administrative gatehouse processes with real-time, automated identity and compliance verification. We look for collaborative, independent thinkers who want deep ownership of their work and the chance to build technology that actively protects high-stakes industrial sites and thousands of lives every day.

Key Responsibilities

• Solution Design: Design and architect tailored solutions that meet specific customer requirements, leveraging NineID’s platform and integrating with existing systems.
• Product Demonstrations: Lead technical demonstrations to showcase the capabilities and value of NineID’s solutions to clients during any part of their client journey.
• Technical Onboarding and Activation: Support the Activation process for new customers, providing technical guidance and troubleshooting support.
• Customer Relationship Management: Build and maintain strong relationships with key technical stakeholders at customer organizations.
• Technical Training and Enablement: Develop and deliver technical training to customers and internal teams.
• Feedback Collection and Product Improvement: Gather feedback from customers and relay it to the product team to drive continuous product improvement.
• Workflow Optimization: Act as a “force multiplier” by integrating AI tools into the team’s daily stack. You will be responsible for ensuring that both you and your colleagues are spending less time on administrative overhead and more time on the essential creative and technical aspects of the project.
• Stay Up-to-Date: Keep abreast of the latest industry trends and technologies related to access management, industrial identification, and security.

Skills & Competencies

Requirements

• 5+ years of experience in Customer Success role, or similar technical role in a B2B SaaS environment.
• Strong technical understanding of software and integration technologies.
• Excellent communication, presentation, and interpersonal skills.
• Ability to understand complex technical concepts and translate them into clear and concise language for both technical and non-technical audiences.
• Experience with customer-facing activities, including presentations, demonstrations, and training.
• Analytical and problem-solving skills.
• Proficiency in AI-assisted project management and a “work smarter” mindset, with a track record of reducing team “drift” through smart technology adoption.
• Experience in or familiarity with the Chemical, Manufacturing, or F&B industries is a strong plus.
• You’re fluent in Dutch & English

Additional Assets

• Experience with identity management or security software.
• Knowledge of industrial automation or related technologies.
• Experience with API integrations and web services.
• Familiarity with Customer Service Platforms (e.g. Intercom)
• Experience with compliance knowledge and regulations relevant to the Chemical, Manufacturing, and F&B industries.

What We Offer

At 9ID, we prioritize the well-being of our employees as well as maintaining a productive work-environment as we strive to create an open-minded, dynamic, and inclusive workplace. We foster innovation, collaboration, and personal growth, contributing to both individual development as well as collective success. You’ll become part of a welcoming, hard-working and enthusiastic team and be able to enjoy team activities, whilst fulfilling an interesting and challenging role. One of the many benefits in a start-up is really experiencing the impact of your work within the company and being able to grow with it.

In alignment with these values, we offer a competitive salary package with flexible benefits designed to adapt to the evolving needs of our employees. These benefits include meal vouchers, health insurance, a laptop, flexible working hours, remote work options, and more.