APAC Director, Customer Success & Delivery

Daon; Canberra; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Flexible working environment

Hybrid work model

Job summary

Daon is seeking a senior Customer Success leader to oversee APAC and Southeast Asia, taking over an established regional team and portfolio of enterprise and government customers.

You will own end-to-end delivery, onboarding, adoption, retention and expansion, working with Sales on new business and shaping scope and estimates. The role reports to the VP Customer Success and leads a mix of Technical Project Managers and Customer Success professionals.

Qualifications

• 10+ years in customer success or delivery leadership
• Experience leading geographically distributed teams
• Experience delivering enterprise software projects to demanding customers
• Strong commercial judgement and executive relationship skills
• Experience supporting software sales processes and developing Statements of Work
• Degree in Computer Science, Engineering or related discipline
• Experience with banks, financial institutions, telecommunications providers or government agencies
• Exposure to identity, biometrics or regulated security domain
• Experience operating across multiple APAC markets and time zones

Responsibilities

• Lead the regional Customer Success and delivery organisation across APAC
• Develop the team with career progression and delegated responsibilities
• Foster a culture of accountability, collaboration and customer focus
• Own customer outcomes and ensure measurable value from Daon products
• Drive onboarding, adoption, time-to-value and retention
• Monitor customer health and proactively manage risk
• Maintain senior executive relationships and escalate critical issues
• Collaborate with Sales on new business and solution scoping
• Provide governance, reporting and risk management across projects
• Identify billable services opportunities and grow professional services revenue
• Support proofs of concept and pilot engagements
• Ensure time reporting, utilization and invoicing accuracy
• Provide regular regional reporting to executive leadership

Skills

Customer success leadership

Delivery management

Enterprise software delivery

Executive relationships

Sales support & SOWs

Academic degree (CS/Engineering)

Industry domain knowledge (finance/ICT

Identity security domain exposure

APAC time-zone experience

Education

Degree in Computer Science/Engineering or related

Job description

Daon is seeking a senior Customer Success leader to oversee APAC and Southeast Asia, taking over an established regional team and portfolio of enterprise and government customers.

You will own end-to-end delivery, onboarding, adoption, retention and expansion, working with Sales on new business and shaping scope and estimates. The role reports to the VP Customer Success and leads a mix of Technical Project Managers and Customer Success professionals.