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Head of Customer - DACH

Hawk· Customer
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Hybrid (Munich), Hybrid (Berlin)Full-timePosted 2mo ago

About the role

Head of Customer for DACH at Hawk, owning regional outcomes, operating model, and people; leads a cross-functional team (Customer Value Partners, Data Scientists, Implementation Consultants) to deliver sustainable growth, escalations management, and alignment with global models.

Responsibilities

  • Own the regional commercial outcome: drive GRR and NRR across your portfolio of Customer Value Partner-managed accounts, and report on it with rigor.
  • Contribute to Hawk's customer operating model, the delivery methodology, systems, and tools that enable repeatable outcomes at scale, and roll it out in your region.
  • Lead and grow a cross-functional regional team, hiring, onboarding, and developing people as the region scales.
  • Be the last line of defense on escalations and participate in governance calls when accounts are at risk.
  • Partner with Sales as a credibility engine for the region: be involved in pre-sale conversations, help scope engagements, and ensure deliverability of sold engagements.
  • Run regular business reviews with Sales and company leadership covering forecasting, account health, and regional growth sources.
  • Collaborate with peer Heads of Customer and global model owners to align region, feed learnings back, and flag local market exceptions when needed.
  • Own people development across the region: performance reviews, career planning, and skills coverage for CVP, Data Science, and Implementation Consultant roles.
  • Represent the region in leadership conversations with CCO and leadership, providing evidence-based read on regional health, risk, and opportunity.

Qualifications

  • 10+ years leading and managing professional services or delivery organizations within B2B enterprise software.
  • Experience running a PS team with utilization, staffing, and delivery quality across a book of engagements.
  • Track record of owning commercial numbers (GRR, NRR, revenue, or bookings) and hitting targets.
  • Experience managing a team through escalations and being on the call when accounts are at risk.
  • Comfort with SaaS and services financial metrics and regional forecasting.
  • Strong hiring instincts and ability to build or scale a team.
  • C-suite level comfort with customers and internal stakeholders.
  • Strong grasp of SaaS and enterprise delivery models; AML/fraud/regulated financial services domain is a plus.
  • Fluent in German and English.

Skills

Required:Global services operating modelDelivery leadershipCommercial accountability (GRR, NRR, revenue)
Last updated Aug 19, 2026. Interested? Apply on the company site.

About Hawk

Increase your risk coverage. Improve efficiency.

Award-winning AML & CFT technology powered by explainable AI increases your risk coverage, helps you identify more crime, and reduces your false positives.

AMLCFTfinancial crimeexplainable AItransaction monitoringpayment screeningcustomer screeningrisk rating
Company profileWebsite

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