Customer Value Partner

About Hawk

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally rely on Hawk’s powerful combination of traditional rules and explainable AI to improve effectiveness of AML compliance and fraud prevention, identifying more crime while maximizing efficiency by reducing false positives. Hawk plays a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. The company fosters a culture of mutual trust, support, and passion, offering opportunities for professional growth and impact.

Your Mission

As a Customer Value Partner at Hawk, you will own the customer relationship from initial scoping through implementation and ongoing growth. You will be the sole accountable owner, ensuring no handoffs between roles like Customer Success Manager, Engagement Manager, or Project Manager. Your responsibility is to deliver outcomes that align with the promised customer value, not just report on them afterward. You will prove the value Hawk delivers and convert that proof into retained and expanded revenue.

Key Responsibilities

• Own the full customer lifecycle for your portfolio, from initial scoping and implementation to ongoing value realization, adoption, and new use cases. You will carry the account from start to finish without any relay handoffs.

• Manage delivery according to Hawk’s best practices and methodology: build the plan, track progress, and report clearly. Lightweight project management is owned by you.

• Understand what value truly means for each customer in their own metrics and objectives, then build it. Design and drive joint success plans that align Hawk’s delivery to each client’s real business objectives and regulatory context, not a generic template.

• Own commercial outcomes: drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for your accounts, and ensure revenue contingency recognition where applicable.

• Build confidence in deals by proving Hawk’s ability to deliver on promises, backed by your track record of successful implementations.

• Monitor usage and performance relentlessly, turning insights into optimization work such as reducing false positives, reclaiming analyst hours, and speeding up investigations. These improvements will be visible in the customer’s own systems.

• Leverage AI and agentic AI tools to streamline tasks like QBR preparation, sharpen account insights, and ensure consistent reporting, allowing you to focus on judgment and relationships rather than manual admin.

• Engage in the sales cycle as a credibility engine, participating in pre-sale conversations to build confidence in Hawk’s ability to deliver on promises, backed by your own track record.

• Build and defend executive relationships across the account, from governance calls to QBRs, ensuring that Hawk’s value is recognized and communicated by the customer’s leadership.

Your Profile

• Requires 5+ years in customer-facing roles, including customer success, engagement management, or delivery/project management within B2B enterprise software. Breadth across these roles is more important than a specific title.

• Proven track record managing accounts with $500K+ ARR, including cross-sell or expansion work you can articulate, not just accounts you maintained.

• Comfortable owning a delivery plan end-to-end, including scoping, tracking, and reporting, using Hawk’s best practices and methodology without needing additional project management support.

• Strong understanding of SaaS and enterprise software delivery models. Experience in AML, fraud prevention, or regulated financial services is a significant advantage.

• Hands-on experience with AI and agentic AI tools, actively using them to improve efficiency, analysis, and quality of customer delivery.

• Ability to operate confidently at the C-suite level, engaging effectively with customer leadership teams in governance calls and QBRs.

• Bias toward ownership over process, focusing on delivering real customer value rather than adhering strictly to contractual terms.

• Experience in, or enthusiasm for, a start-up or scale-up environment where the account model is still evolving.

Bonus

• Prior experience where you personally owned both the commercial number (GRR/NRR) and the delivery outcome for the same account.