- 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 explicit 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 service

📌 Director of Customer Success (Canberra)
🏢 Daon
📍 Canberra