From Banking to Customer‑Centric Ops: How Simon Montgomery Is Scaling ID‑PAL | Mastering CS -Ep 44 скачать в хорошем качестве

From Banking to Customer‑Centric Ops: How Simon Montgomery Is Scaling ID‑PAL | Mastering CS -Ep 44

In this episode of Mastering CS Candid Leader Insights, Irina Cismas sits down with Simon Montgomery, COO at ID-PAL, the identity verification platform helping businesses confirm who their customers really are in seconds. Simon shares how his journey from traditional banking into fintech and regtech shaped the way ID-PAL built its customer operations, how identity verification became a customer experience problem, and what it takes to scale a highly regulated SaaS business while keeping both end users and enterprise clients satisfied. He breaks down how ID-PAL built automation without losing the human touch, how the team spots churn before it happens, and why operational discipline and company values drive long-term customer success. 00:00 - Intro 00:35 - From banking to fintech: Simon’s path into identity verification 02:50 - What customer centricity looks like inside ID-PAL 05:45 - Scaling operations and customer success during hypergrowth 08:08 - Automation versus human touch in customer experience 09:47 - Designing onboarding in a high-friction identity product 12:44 - Spotting churn early through usage, engagement, and behavior 14:49 - Health scores and managing customer risk 15:45 - Solving operational challenges during scale 19:39 - Building resilient teams and strong internal culture 22:20 - Hiring and what Simon looks for in new team members 23:59 - Advice for first time CS and operations leaders 24:53 - Looking ahead: priorities for 2026 at ID-PAL 26:57 - Closing & final thoughts