Customer Success Specialist

Every night, hundreds of venues rely on iDU Identification to scan IDs, keep their doors moving, and stay compliant. The Customer Success & Enablement Specialist is the person who makes sure they can.

You'll onboard new customers, train the people who use our platform on the floor every night, and be their trusted go-to when they need a hand, a genuine mix of getting ahead of things and sorting them quickly when they come up. We're proud of the strong relationships and high satisfaction we have across our customer base, and this role is how we keep it that way. If you love teaching non-technical people and turning new customers into confident ones, this is your role.

About iDU

iDU Identification is a fast-growing B2B SaaS company building the identity, security and compliance technology that bars, pubs, nightclubs, casinos and sports clubs across Australia, New Zealand, Canada and the US rely on day and night. Our products, the nightlife ID scanner, Checkd and Trackd, aren’t a nice-to-have; for thousands of venues it's a must-have, driven by real legal requirements. We've recently launched a new Australian product, with another set to launch later this year, and our customer base is growing fast.

What you'll be doing

• onboarding new customers, from setup and go-live through data-led check-ins over the first 30 days.
• delivering product training to venue managers, door staff and customer teams, in person and remotely, plus refreshers as staff change or features ship.
• building and maintaining training materials, quick-start guides, videos and knowledge base articles.
• working the AI-generated outbound contact list daily, and reaching customers proactively before issues escalate.
• watching health signals, usage, errors, overdue billing, inactivity, and flagging at-risk accounts early.
• looking after your own customer portfolio with scheduled check-ins and adoption reviews, and identifying cross-sell and up-selling opportunities
• reviewing the AI triage of overnight issues each morning, actioning them in priority order and, if needed, escalating to Engineering with clear detail.
• being the person customers reach when they need something sorted; listening, taking ownership and agreeing clear next steps.
• keeping CRM records accurate, and feeding recurring issues and insights back to Product.

This is a Brisbane-based, in-office role working standard office hours, with the option of one day a week working from home. We run 24x7 operations, so while a separate team covers the overnight on-call roster, you will occasionally need to take a call outside office hours.

You'll do well here if you have

• 2+ years in customer success, account management, client onboarding or senior customer support, ideally in B2B SaaS or RegTech.
• proven experience designing and delivering training to non-technical users.
• a calm, constructive way with difficult customers and conflict.
• strong written and verbal communication, and a confident phone manner.
• comfort using data and AI-generated insights to set priorities and develop initiatives.

Experience with HubSpot or a similar CRM, and with hospitality, licensed venues or regulated industries, is a real plus.

Who you are

Proactive and dependable, you take ownership of something and see it through. A natural teacher with a warm, steady manner, sharp attention to detail, and real alignment with our commitment to security, trust and quality.

What we offer

• a role where you prevent problems and teach people to succeed, not just field tickets.
• a must-have product in a compliance-driven market, so customers are motivated to get it right.
• variety, multiple products, venue types and customers, with more launching.
• a supportive, fast-moving team where you get real ownership early and your work is genuinely seen.

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How to apply

Send your CV and a few lines on a time you taught someone non-technical to use a product or tool confidently, to careers@idu-identification.com. We review applications as they come in, so earlier is better.