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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 objectives and metrics, 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 objectives, 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 customer management, including 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.
- Build and defend executive relationships across the account through governance calls and QBRs.
- Translate delivery status into conversations that customer leadership values.
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 best practices and methodology without a separate PM.
- 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.
- A bias toward ownership over process, understanding customer value beyond contract terms.
- Experience in, or strong appetite for, a start-up or scale-up environment.
Skills
- Customer Success
- Engagement Management
- Delivery Management
- Project Management
- B2B Enterprise Software
- Account Management
- SaaS
- AI
- Agentic AI
- Executive Relationship Building
- Sales Cycle Credibility
- Value Realization
- Customer Lifecycle Management
Location
- EMEA
Work Type
- Full-time
Experience Level
- 5+ years
About the Company
- Hawk is the 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 solution identifies more crime while maximizing efficiency by reducing false positives.
- The company plays a vital role in the global fight against Money Laundering, Fraud, and the financing of terrorism.
- Hawk offers a culture of mutual trust, support, and passion.
- The company provides opportunities for professional growth and making a difference.