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About the Role

As Head of Customer for EMEA at Hawk, you will own all customer-related outcomes, operating models, and team leadership within your territory. You will lead a regional team and contribute to the global customer operating model, ensuring its scalable deployment. This role involves carrying regional commercial outcomes, managing escalations, and building a globally deployable machine.

Responsibilities

• Own the regional commercial outcome, driving GRR and NRR across your portfolio of accounts.
• Contribute to Hawk's customer operating model, delivery methodology, systems, and tools for scalable outcomes.
• Lead and grow a cross-functional regional team, including hiring, onboarding, and development.
• Act as the final line of defense on customer escalations.
• Partner with Sales to act as a credibility engine, assisting with pre-sale conversations and scoping.
• Run regular business reviews with Sales and leadership covering forecasting, account health, and growth drivers.
• Collaborate with peer Heads of Customer and global model owners to ensure regional alignment.
• Own people development across the region, including performance reviews and career planning.
• Represent the region in leadership conversations, providing an evidence-based read on regional health, risk, and opportunity.

Requirements

• 10+ years leading and managing professional services or delivery organizations within B2B enterprise software.
• Experience running a PS team, owning utilization, staffing, and delivery quality.
• Experience contributing to or rolling out a services operating model across multiple markets.
• Proven track record of owning and hitting a commercial number (GRR, NRR, revenue, or bookings).
• Experience managing a team through escalations.
• Comfortable with SaaS and services financial metrics (GRR, NRR, utilization).
• Experience building or scaling a team.
• Comfort operating at C-suite level with customers and internal stakeholders.
• Strong grasp of SaaS and enterprise software delivery models.
• Experience in AML, fraud prevention, or another regulated financial services domain is advantageous.

Skills

• Leadership
• Team Management
• Customer Relationship Management
• Financial Acumen
• SaaS
• Enterprise Software Delivery
• AML
• Fraud Prevention
• Hiring
• Scaling Teams
• C-suite Communication

Location

• EMEA

Work Type

• Full-time

Experience Level

• 10+ 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.
• Hawk's technology combines traditional rules with explainable AI to identify crime and reduce false positives.
• The company offers a culture of mutual trust, support, and passion.
• Hawk provides opportunities for professional growth and making a difference.