Customer Value Partner, APAC

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. 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 you are judged on whether the customer hits the outcomes Hawk promised.

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, including building the plan, tracking progress, and reporting clearly; Understand what value means for each customer and design and drive joint success plans aligned to their business objectives and regulatory context; Own commercial outcomes by driving GRR and NRR for your accounts, and revenue contingency recognition where applicable; Build and prove the confidence that gets deals signed and renewed, without negotiating deal terms; Monitor usage and performance and turn findings into optimization work; Use AI and agentic AI tools to manage customers more efficiently; Act as a credibility engine in pre-sale conversations and as the SME for end-to-end value creation and enablement; 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, and 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 teams; Bias toward ownership over process

Nice to have

Experience in AML, fraud prevention, or another regulated financial services domain; Experience in or appetite for a start-up or scale-up environment; Prior experience personally carrying both the commercial number (GRR/NRR) and the delivery outcome for the same account