IDnow appoints new Director of Customer Success

London and Manchester, February 1st, 2022: Leading Platform-as-a-Service provider for identity proofing and verification, IDnow, has appointed a new Director of Customer Success to lead its global customer success programme.

Based in the UK, Doug Pollock has joined IDnow following several years in the identity verification sector where he held similar roles, all centred on developing best practice around managing enterprise clients. Doug’s immediate priorities will be on building up IDnow’s customer success programme to deliver increasingly efficient service levels as well as growing his team with the right talent to support organisational growth. He will also focus on the IDnow value proposition to ensure the company can demonstrate effective ROI to its customers.

With more than three decades’ experience in the tech sector, most recently spent in the identity verification space, Doug has worked across a range of sectors including e-commerce and banking systems.

Commenting on his appointment, Doug said: “No matter what sector you are working in, as long as a business puts customers front and centre, then customer success should follow. Throughout my career, customers have always been at the forefront of my mind, and I look forward to bring that customer-first approach to IDnow.

“IDnow is already a European powerhouse in its field. Our next steps will be to expand beyond Europe and to build out our identity proofing platform with NFC-based identity methods and self-sovereign applications. It’s an incredibly exciting time to join IDnow as we continue to invest in growth and innovation.”

Co-founder and Chief Customer Officer at IDnow, Sebastian Bärhold, added: “We’re delighted that Doug has joined IDnow, bringing with him a wealth of knowledge around scaling international customer success and service organisations. I am sure that our customers and partners will benefit from his vast experience.

“This is an important time for us as a business and as we continue to grow, we must ensure that our customers continue to receive excellent service. Doug’s focus on putting the customer first will ensure we deliver highly efficient and exemplary service levels to our customers. His deep experience will guide our customers as they embark on or continue their identity proofing journey.”

Doug’s appointment marks the start of a major recruitment drive in the UK as the firm looks to meet the growing demands of businesses, often in highly regulated industries, seeking highly secure ways to verify customer identities. This follows its news last year which highlighted an eightfold growth in the UK compared to 2020 as more companies look to switch to fully digital customer onboarding processes.


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