[Hiring] Customer Value Partner @Hawk

Role Description

As a Customer Value Partner at Hawk, you own the customer relationship from first scoping through implementation and into ongoing growth: one name, one accountable owner, no handoffs between a CSM, an Engagement Manager, and a PM along the way. You run delivery according to Hawk's best practices and methodology, and you're judged on whether the customer hits the outcomes we promised. At the core of the role is understanding what value actually means for each customer, in their own numbers, against their own objectives, and then building it, not reporting on it after the fact. You're not a project manager who bends to every customer's internal governance model. You're the person who proves the value Hawk delivers, then converts that proof into retained and expanded revenue.

Key Responsibilities

• Own the full customer lifecycle for your portfolio, 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: build the plan, track progress against it, and report clearly.
• Understand what value truly means for each customer, in their own numbers, and then build it.
• Design and drive joint success plans that align Hawk's delivery to each client's real business objectives and regulatory context.
• Own commercial outcomes: drive GRR and NRR for your accounts.
• Monitor usage and performance relentlessly, and turn what you find into optimization work.
• Bring AI and agentic AI tools and techniques into how you manage your customers.
• Work the sales cycle as a credibility engine, not a seller.
• Build and defend executive relationships across the account, from governance calls to QBRs.

Qualifications

• 5+ years in customer-facing roles spanning some combination of customer success, engagement management, or delivery/project management within B2B enterprise software.
• A real 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.
• Strong grasp of SaaS and enterprise software delivery models; experience in AML, fraud prevention, or another regulated financial services domain is a real advantage.
• Hands-on comfort with AI and agentic AI tools and techniques.
• Genuine 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.
• Fluent German communication skills.

Bonus

• Another language relevant to Hawk's EMEA customer base, in addition to fluent English.
• Prior experience where you personally carried both the commercial number (GRR/NRR) and the delivery outcome for the same account.