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About the Role

As a Customer Value Partner at Hawk, you will own the customer relationship from initial scoping through implementation and ongoing growth. You will be responsible for delivering according to Hawk's best practices and methodology, ensuring customers achieve their promised outcomes. The core of the role involves understanding and building customer value based on their specific numbers and objectives, ultimately proving Hawk's value and converting it into retained and expanded revenue.

Responsibilities

Own the full customer lifecycle for your portfolio, from initial scoping and implementation through to ongoing value realization, adoption, and new use cases.
Manage delivery according to Hawk's best practices and methodology, including building the plan, tracking progress, and reporting clearly.
Understand customer value in their own numbers and design/drive joint success plans aligning Hawk's delivery to client business objectives and regulatory context.
Own commercial outcomes, driving GRR and NRR for accounts, and revenue contingency recognition.
Build and prove confidence that gets deals signed and renewed.
Monitor usage and performance to identify optimization opportunities, such as reducing false positives and analyst hours.
Utilize AI and agentic AI tools and techniques for faster QBR preparation, sharper account insight, and more consistent reporting.
Act as a credibility engine in the sales cycle, participating in pre-sale conversations to build confidence in Hawk's delivery capabilities.
Serve as an SME for end-to-end value creation and enablement with Hawk's technology.
Build and defend executive relationships across the account through governance calls and QBRs.
Ensure customer leadership understands and articulates Hawk's value.

Requirements

5+ years in customer-facing roles spanning customer success, engagement management, or delivery/project management within B2B enterprise software.
Proven track record managing accounts at $500K+ ARR, including cross-sell or expansion work.
Comfortable owning an end-to-end delivery plan, including scoping, tracking, and reporting, using Hawk's best practices and methodology.
Strong grasp of SaaS and enterprise software delivery models.
Hands-on comfort with AI and agentic AI tools and techniques.
Genuine comfort operating at C-suite level, capable of running governance calls and translating delivery status into executive-level conversations.
A bias toward ownership over process, understanding customer value beyond contract terms and closing gaps independently.
Experience in, or strong appetite for, a start-up or scale-up environment.
Fluent German communication skills.

Skills

Customer Success
Engagement Management
Delivery Management
Project Management
B2B Enterprise Software
Account Management
SaaS
AI
Agentic AI
Executive Relationship Management
Sales Cycle Credibility
Value Realization
Cross-sell
Expansion
German Language

Location

EMEA

Work Type

Full-time

Experience Level

5+ years

About the Company

Hawk is a leading provider of AI-supported anti-money laundering and fraud detection technology.
Banks and payment providers globally use Hawk's solution to improve AML compliance and fraud prevention effectiveness.
Hawk's technology combines traditional rules with explainable AI to identify more crime and reduce false positives.
The company plays a vital role in combating Money Laundering, Fraud, and the financing of terrorism.
Hawk offers a culture of mutual trust, support, and passion, with opportunities for professional growth and making a difference.