Director of Customer Success

The Role at a Glance

• Location: Sydney, Melbourne or Canberra. Hybrid
• Reports to: Vice President Customer Success, EMEA & APAC
• Team: 11 people – Technical Project Managers, Technical Consultants and Customer Success professionals
• Region: Australia, New Zealand and Southeast Asia
• Travel: Up to 30%
• Contract: Permanent, full time

About Daon

Daon is a global leader in the defence against digital identity fraud and AI-generated synthetic identities. For over a quarter of a century, we have partnered with governments and leading enterprises to deliver secure, seamless identity experiences across financial services, telecommunications, healthcare, travel, and critical infrastructure.

Our TrustX platform enables organisations to orchestrate secure, scalable, cross-channel identity workflows, supporting identity verification, biometric authentication, and lifecycle management across complex environments. More than two billion identities worldwide have been safeguarded by Daon technology.

Recognised as a leading provider by multiple analyst firms including Gartner®, Kuppinger Cole, and Frost & Sullivan®, Daon is at the forefront of shaping the future of identity security.

The Opportunity

This is the senior Customer Success leadership role for Daon in Asia Pacific. You will take on an established regional organisation and an existing portfolio of enterprise and government customers who depend on our technology every day. It is a replacement hire into a mature, well-regarded team – the work is not to build from nothing, but to keep raising the bar on delivery, deepen relationships at executive level and grow the services business across the region.

You will own the customer project delivery end to end: onboarding, adoption, delivery, retention and expansion. You will work alongside Sales on new business, shape how solutions are scoped and estimated, and act as the voice of the region inside Daon. It suits someone who enjoys being close to customers and to the detail of delivery, while leading experienced people who do not need managing so much as backing.

Reporting to the VP Customer Success EMEA & APAC, the Director leads a team of Technical Project Managers, Technical Consultants and Customer Success professionals across APAC and South East Asia, driving customer outcomes, delivery excellence and commercial performance. The role serves as a senior customer-facing leader within the region, partnering closely with Regional Executives, Account Management, Sales, Product Management and Engineering to support customer success, business growth and strategic customer engagements.

The role also indirectly reports to the local APAC executive team. Regional priorities are established in collaboration with senior leadership and aligned with Daon's strategic and commercial objectives. The Director is responsible for executing these priorities across customer success, services growth and sales support activities. The role facilitates this function and fosters a growth culture within the team.

What You Will Own

Leading the regional team

• Lead the Customer Success and delivery organisation across the region, setting clear priorities and performance expectations.
• Develop the team: career progression, succession and the delegation of responsibility in line with each person's experience and ambition.
• Build a culture of accountability, collaboration, customer focus and continuous improvement.

Customer success and retention

• Own customer outcomes across the region, ensuring customers realise measurable value from Daon products and services.
• Drive onboarding, adoption, time-to-value and retention.
• Monitor customer health and proactively manage risk.
• Hold the senior relationships – programme, operational and executive – and act as the escalation point for strategic customers, business-critical initiatives and major service issues.
• Represent the voice of the customer within Daon, and the voice of the region in global forums.

Delivery leadership

• Be accountable for delivery performance across the regional project portfolio.
• Provide leadership and oversight to Technical Project Managers and delivery teams.
• Keep governance, reporting and escalation working: project health, risks, issues and dependencies reviewed and acted on.

Growth and commercial performance

• Partner with Sales on new business, acting as the trusted delivery subject matter expert in customer engagements.
• Lead on solution estimates, delivery planning and implementation approach, and ensure Statements of Work, and other sales support requests, are produced on time, commercially sound and operationally achievable.
• Identify billable services opportunities across existing and new customers, and grow professional services revenue in balance with regional Customer Success goals.
• Support Proofs of Concept and pilot engagements.
• Ensure time reporting, utilization, billing and invoicing are accurately maintained.

Reporting

• Provide regular regional reporting to executive leadership, and bring a data-informed approach to how customer success and delivery are managed.

What You Will Bring

Essential

• Extensive experience – typically 10 years or more – in customer success, professional services, delivery management or consulting leadership, including responsibility for a customer-facing technical team.
• A track record of leading customer success or delivery organisations, and of managing geographically distributed teams.
• Experience delivering enterprise software projects to demanding customers.
• Strong commercial judgement and senior-level relationship management skills, with the credibility to hold an executive conversation and the appetite to stay close to the detail.
• Experience supporting software sales processes and developing Statements of Work.
• A degree in Computer Science, Engineering, Information Systems or a related discipline, or equivalent practical experience.

Desirable

• Experience working with banks, financial institutions, telecommunications providers or government agencies.
• Exposure to identity, biometrics, fraud prevention or another regulated security domain.
• Experience operating across multiple Asia Pacific markets and time zones.

What We Offer

• The chance to work at the front line of identity security, on technology that protects more than two billion identities worldwide.
• Competitive compensation & benefits
• A flexible working environment to create a well-balanced work/life schedule for you and your family.

The Daon DNA

We believe an organisation's culture is more than shared values and beliefs. It is created through consistent and authentic behaviours, and includes honesty, integrity, respect and professionalism.

How to Apply

Apply with your CV through our website. If you meet most but not all of the criteria above, we would still like to hear from you.

Daon DNA. Identity continuity is the idea the whole company turns on. It means a person carries one secure identity from the moment they open an account through every login, every recovery, every channel — verified in seconds, without friction, and without ever being made to feel like a suspect. Twenty-five years of biometric work sits behind that, and the problem keeps changing shape: deepfakes, injection attacks, and now autonomous software agents requesting access they haven't earned. Roughly 300 of us work on it from Ireland, the United Kingdom, Serbia, Spain, Singapore, Australia, the Philippines and the United States.

Come and join us if you want your work felt by hundreds of millions of people, every single day.

Join the brightest minds from around the globe as we build the future of digital identity!

Daon is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or any other legally protected status. We celebrate diversity and are dedicated to creating an environment where all employees feel valued, respected, and supported.