Director of Customer Success - Australia, New Zealand and Southeast Asia

Daon Inc

2d•Hybrid

About The Position

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 relationship 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 Director also operates with a dotted-line relationship to the APAC EVP. 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 Director of Customer Success facilitates this function and fosters a growth culture within the team.

Requirements

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.

Nice To Haves

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.

Responsibilities

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