Customer Value Partner, US

The role

You will own the full customer lifecycle from scoping and implementation to ongoing growth. You will manage delivery using Hawk's methodology and prove value to drive retained and expanded revenue.

What you will do

• Own the full customer lifecycle from initial scoping and implementation through to ongoing value realization, adoption, and new use cases.
• Manage delivery according to Hawk's best practices and methodology.
• Design and drive joint success plans that align delivery to client business objectives and regulatory context.
• Drive GRR and NRR for accounts and own revenue contingency outcomes.
• Monitor usage and performance to drive optimization work.
• Bring AI and agentic AI tools and techniques into customer management.
• Work the sales cycle to build confidence in delivery during pre-sale conversations.
• Build and defend executive relationships across the account.

Required qualifications

• 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.
• Strong grasp of SaaS and enterprise software delivery models.
• Experience in AML, fraud prevention, or another regulated financial services domain.
• Hands-on comfort with AI and agentic AI tools and techniques.
• Comfort operating at C-suite level.
• A bias toward ownership over process.
• Experience in, or real appetite for, a start-up or scale-up environment.

Nice to have

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

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.