Ep 44 | Simon Montgomery
Mastering CS: Candid Leader Insights · 2026-01-15 · 27 min
Episode notes
In this episode of the podcast, Irina Cismas , Head of Marketing at Custify, 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 also 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.