Customer Value Partner

As a Customer Value Partner at Hawk, you own the customer relationship from first scoping through implementation and into ongoing growth, with one accountable owner and no handoffs. You run delivery according to Hawk's best practices and methodology and are judged on whether the customer hits the outcomes Hawk promised. At the core of the role is understanding what value means for each customer, in their own numbers and against their own objectives, and then building it. Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology.

Responsibilities

Own the full customer lifecycle for your portfolio, from initial scoping and implementation through ongoing value realization, adoption, and new use cases; manage delivery according to Hawk's best practices and methodology; understand what value means for each customer and design and drive joint success plans; own commercial outcomes, including GRR and NRR and revenue recognition where contract terms carry revenue contingency; build and prove confidence that gets deals signed and renewed; monitor usage and performance and turn findings into optimization work; use AI and agentic AI tools to manage customers; work pre-sale conversations as a credibility engine and act as SME for end-to-end value creation; build and defend executive relationships across the account, from governance calls to QBRs

Requirements

5+ years in customer-facing roles spanning customer success, engagement management, or delivery/project management within B2B enterprise software; track record managing accounts at €500K+ ARR, including cross-sell or expansion work; comfortable owning a delivery plan end to end (scoping, tracking, 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, including running governance calls with customer leadership; bias toward ownership over process; experience in, or real appetite for, a start-up or scale-up environment

Nice to have

Experience in AML, fraud prevention, or another regulated financial services domain; another language relevant to Hawk's EMEA customer base, in addition to fluent English; prior experience personally carrying both the commercial number (GRR/NRR) and the delivery outcome for the same account