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
• Demonstrated leadership experience, including managing cross-functional teams and coordinating multiple concurrent workstreams.
• Experience managing senior technical and non-technical stakeholders, both internally and externally.
• Experience coordinating cross-functional contributions to support regulatory, certification, or compliance requirements, including the creation and maintenance of supporting documentation.
• Knowledge of UK and EU digital identity, AML, and regulatory frameworks, including DIATF, EUDI, ETSI, AMLR, and related standards.
• Experience supporting business development, pre-sales activities, market positioning, and customer-facing engagements.
• Track record of ability to ramp-up quickly.

Desirable

• Experience of defining market leading Identity customer journeys
• Experience in delivering software solutions in both SaaS/hosted and self-managed environments.
• Strong knowledge of identity verification and authentication technologies, including document verification, biometrics, liveness detection, and fraud prevention 

Qualifications

• Relevant 3rd level qualification - honours degree
• PMP, Prince2 or Agile certified or similar qualification advantageous

The Daon DNA and Employee Value

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

We are seeking an individual with a proven track record of demonstrating these values and behaviours in previous roles.

We Offer

• An opportunity to work in the growing world of biometric and identity technologies.
• Competitive compensation and leading benefits
• A flexible working environment to create a well-balanced work/life schedule for you and your family.

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.