Head of Customer - DACH

The role

You will own customer outcomes, the operating model, and the regional team for the DACH territory. You will lead Customer Value Partners, Data Scientists, and Implementation Consultants to drive GRR and NRR.

What you will do

• Own the regional commercial outcome including GRR and NRR.
• Contribute to the customer operating model, delivery methodology, systems, and tools.
• Lead and grow a cross-functional regional team of Customer Value Partners, Data Scientists, and Implementation Consultants.
• Act as the last line of defense on escalations.
• Partner with Sales to help scope engagements and support pre-sale conversations.
• Run regular business reviews with Sales and company leadership.
• Work with peer Heads of Customer to keep the region aligned with the global model.
• Own people development including performance reviews and career planning.
• Represent the region in leadership conversations.

Required qualifications

• 10+ years leading and managing professional services or delivery organizations within B2B enterprise software.
• Experience contributing to or rolling out a services operating model across multiple markets.
• Track record of owning a commercial number such as GRR, NRR, revenue, or bookings.
• Experience managing a team through escalations.
• Comfortable with SaaS and services financial metrics.
• Experience building or scaling a team.
• Comfort operating at C-suite level with customers and internal stakeholders.
• Strong grasp of SaaS and enterprise software delivery models.
• Experience in AML, fraud prevention, or another regulated financial services domain.
• Fluent in German.
• Fluent English.

Nice to have

• Experience leading a team spanning multiple functions (delivery, data science, technical implementation)

About the company

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. They offer a culture of mutual trust, support and passion.