Customer Success, Identity & Market SME
The Role at a Glance
- Location: United Kingdom. Remote
- Reports to: Vice President Customer Success, EMEA & APAC
- Region: United Kingdom & EU Markets
- 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
Daon is looking for a world class Customer Success Consultant and Subject Matter Expert (SME) to drive customer success initiatives and support key strategic business objectives across the UK and EU markets.
As Daon ’s UK and EU Market SME, you will provide expertise on digital identity, fraud prevention, and regulatory developments, supporting business development, pre-sales, product strategy, market positioning, certifications, and thought leadership. Areas of focus include UK Government digital identity initiatives, EU AMLR, ETSI 2.x, EUDI, and related market developments.
Reporting to the VP of Customer Success, you will work closely with customers to implement, and optimise remote Identity Verification and Customer Authentication solutions across mobile and web channels.
You will lead customer engagements from initial pre-sales stages, through implementation and ongoing success management, acting as a trusted adviser to customers and internal stakeholders. Success in this role requires strong leadership, commercial awareness, and execution capability, ensuring projects and strategic initiatives are delivered effectively, while proactively managing risk, stakeholder engagement, and customer outcomes.
Responsibilities/Accountabilities
- Shape and drive Identity projects from initiation to project close. Projects include both customer facing integration projects and strategic Daon initiatives.
- Collaborate with client stakeholders to gather requirements, define scope, and track progress of their implementation of Daon technologies.
- Liaise with internal Daon stakeholders, including business owners, product managers and engineering leads, to ensure a positive outcome for both Daon and our customers.
- Leading efforts within Daon to attain compliance with industry standards and regulations, including leading internal initiatives in securing industry certifications.
- Develop and maintain trusted relationships with customers, partners, and key stakeholders, acting as a strategic advisor on identity and fraud prevention solutions.
- Proactively identify, manage, and mitigate project, operational, and customer risks, ensuring issues are addressed in a timely manner.
- Facilitate workshops, governance reviews, and stakeholder communications, including the preparation of project and executive status reporting
- Support business development, pre-sales activities, market engagement, and strategic growth initiatives across the organisation.
Management of business processing outsource partners as required for exception process handling.
Education/Training/Experience:
Essential
- Extensive software industry experience, typically 15+ years, including significant exposure to document-centric identity verification, authentication, or closely related fields.
- Strong personal, communications and leadership skills and with proven ability to foster teamwork