Customer Success Manager

About Us

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk’s powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world. 

As part of our Customer Success team, you will strategically manage a portfolio of Hawk’s EMEA customers, guiding them through the entire lifecycle—from implementation to ongoing success. Your focus will be on building loyalty, finding and closing new commercial opportunities, and ensuring long-term customer retention.

Working closely with Sales, Product, Solution Consulting, Data Science, Customer Support, Marketing, and Finance, you will maximize revenue and profitability while championing customer satisfaction. As the primary advocate for our customers, you will proactively engage with clients, ensuring they derive maximum value from our solutions while fostering strong, lasting relationships.

As a trusted advisor, you will:

• Drive customer success – Minimise time-to-revenue in collaboration with Solution Consulting and Product teams.

• Exceed revenue targets – Manage cARR growth through renewals, cross-sells, and custom development opportunities.

• Maximise retention & mitigate churn – Conduct regular check-ins, QBRs, and consultative meetings with senior executives.

• Enhance customer satisfaction – Continuously improve NPS by ensuring a seamless and valuable customer experience.

• Monitor and optimize usage – Track product adoption and proactively address customer needs.

• Develop training & educational materials – Support customers with tailored resources and address concerns to improve the overall experience.

• 3+ years of experience in customer-facing roles within B2B enterprise software.

• Proven track record managing accounts of $500K+ ARR – cross-selling experience is a vital part of the equation for the successful candidate.

• Strong understanding of SaaS, digital payments, and enterprise software—experience in AML or fraud prevention is a strong plus.

• Ability to build lasting relationships with C-suite executives and senior stakeholders.

• Exceptional communication, presentation, and organizational skills.

• Highly proactive with a passion for forecast accuracy and owning the conversation from start to finish.

• Experience or a desire to work at the start-up and scale-up stage of business growth an great asset.

• Fluent in English; German or other multilingual capabilities are a plus.

  Why Join Us? Join a fast-growing, innovative company at the forefront of AI-driven financial crime prevention. Work with a passionate team and world-class clients while making a real impact in the industry!