Head of Customer - DACH @Hawk

Overview

The role of Head of Customer for DACH at Hawk involves owning everything related to customer interactions in the territory, including outcomes, operating models, and team management. Hawk is a leading provider of AI-supported anti-money laundering and fraud detection technology.

Key Responsibilities

• Own the regional commercial outcome and drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across managed accounts.
• Contribute to the customer operating model and systems for scalable outcomes in the region.
• Lead and grow a cross-functional team, involving hiring, onboarding, and development.
• Act as the last line of defense on escalations, actively engaging in governance calls for at-risk accounts.
• Collaborate with Sales in pre-sale conversations and scope engagements.
• Run regular business reviews with Sales and leadership, focusing on forecasting and account health.
• Maintain alignment with peer Heads of Customer and global functions, providing regional feedback and adopting necessary changes.
• Oversee people development initiatives, including performance reviews and career planning.
• Represent the region in leadership discussions about health, risk, and opportunities.

Requirements

• 10+ years of experience in leading and managing professional services or delivery organizations within B2B enterprise software.
• Experience in contributing to a services operating model across multiple markets.
• Proven track record of owning commercial metrics such as GRR, NRR, revenue, or bookings.
• Experience managing teams through escalations in high-stress situations.
• Comfortability with SaaS financial metrics and regional forecasting.
• Strong hiring instincts and experience building or scaling teams.
• Ability to operate comfortably at C-suite level with both customers and internal stakeholders.
• Strong understanding of SaaS and enterprise software delivery; experience in AML or fraud prevention is advantageous.
• Fluency in German and English.

Benefits

Details about benefits are not provided in the listing.

Location

Remote position for the DACH region.

How to Apply

Details on how to apply are not provided in the listing.