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- Aufgaben: Manage customer relationships and ensure their success with our AI solutions.
- Arbeitgeber: Hawk is a leader in AI-driven anti-money laundering and fraud detection technology.
- Mitarbeitervorteile: Enjoy a supportive culture, professional growth opportunities, and the chance to make a difference.
- Warum dieser Job: Join a passionate team and work on impactful projects in financial crime prevention.
- Gewünschte Qualifikationen: 3+ years in customer-facing B2B roles; experience with SaaS and enterprise software preferred.
- Andere Informationen: Fluency in English is required; German or other languages are a plus.
Das voraussichtliche Gehalt liegt zwischen 36000 - 60000 € pro Jahr.
About Us
Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk’s powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world.
Your Mission
As part of our Customer Success team , you will strategically manage a portfolio of Hawk’s EMEA customers, guiding them through the entire lifecycle—from implementation to ongoing success . Your focus will be on building loyalty, finding and closing new commercial opportunities, and ensuring long-term customer retention.
Working closely with Sales, Product, Solution Consulting, Data Science, Customer Support, Marketing, and Finance , you will maximize revenue and profitability while championing customer satisfaction. As the primary advocate for our customers , you will proactively engage with clients, ensuring they derive maximum value from our solutions while fostering strong, lasting relationships.
Your Responsibilities
As a trusted advisor , you will:
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Drive customer success – Minimise time-to-revenue in collaboration with Solution Consulting and Product teams.
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Exceed revenue targets – Manage cARR growth through renewals, cross-sells, and custom development opportunities.
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Maximise retention & mitigate churn – Conduct regular check-ins, QBRs, and consultative meetings with senior executives.
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Enhance customer satisfaction – Continuously improve NPS by ensuring a seamless and valuable customer experience.
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Monitor and optimize usage – Track product adoption and proactively address customer needs.
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Develop training & educational materials – Support customers with tailored resources and address concerns to improve the overall experience.
Your Profile
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3+ years of experience in customer-facing roles within B2B enterprise software .
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Proven track record managing accounts of $500K+ ARR – cross-selling experience is a vital part of the equation for the successful candidate .
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Strong understanding of SaaS, digital payments, and enterprise software —experience in AML or fraud prevention is a strong plus.
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Ability to build lasting relationships with C-suite executives and senior stakeholders .
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Exceptional communication, presentation, and organizational skills .
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Highly proactive with a passion for forecast accuracy and owning the conversation from start to finish .
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Experience or a desire to work at the start-up and scale-up stage of business growth an great asset.
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Fluent in English ; German or other multilingual capabilities are a plus.
Why Join Us?
Join a fast-growing, innovative company at the forefront of AI-driven financial crime prevention . Work with a passionate team and world-class clients while making a real impact in the industry!
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Customer Success Arbeitgeber: Hawk
Kontaktperson:
Hawk HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Customer Success
✨Tip Number 1
Familiarize yourself with the specific challenges and trends in the AML and fraud detection industry. Understanding the nuances of these areas will help you engage more effectively with potential clients and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the B2B enterprise software space, especially those who have experience in customer success roles. Attend industry events or webinars to connect with others and gain insights that can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlight your experience with managing high-value accounts and any successful cross-selling initiatives you've led to showcase your ability to exceed revenue targets.
✨Tip Number 4
Demonstrate your proactive approach by researching Hawk's current customers and their needs. This will allow you to speak knowledgeably about how you can enhance customer satisfaction and retention, making you a more attractive candidate.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Customer Success
Tipps für deine Bewerbung 🫡
Understand the Company: Dive deep into Hawk's mission and values. Familiarize yourself with their AI-supported technology and how it impacts anti-money laundering and fraud detection. This knowledge will help you tailor your application to align with their goals.
Highlight Relevant Experience: Make sure to emphasize your 3+ years of experience in customer-facing roles, particularly in B2B enterprise software. Showcase any specific achievements related to managing accounts of $500K+ ARR and your cross-selling experience.
Showcase Communication Skills: Since exceptional communication is key for this role, provide examples of how you've successfully built relationships with C-suite executives and senior stakeholders. Use clear and concise language throughout your application.
Tailor Your Application: Customize your CV and cover letter to reflect the responsibilities and qualifications mentioned in the job description. Highlight your proactive approach and passion for customer success, as well as any relevant experience in SaaS or digital payments.
Wie du dich auf ein Vorstellungsgespräch bei Hawk vorbereitest
✨Understand the Company and Its Mission
Before your interview, make sure to research Hawk's mission and values. Understand how their AI-supported technology works in combating money laundering and fraud. This knowledge will help you align your answers with their goals and demonstrate your genuine interest in the company.
✨Showcase Your Customer Success Experience
Prepare specific examples from your past roles where you successfully managed customer accounts, particularly those with significant ARR. Highlight your experience in cross-selling and how you have driven customer satisfaction and retention in previous positions.
✨Demonstrate Your Communication Skills
As a Customer Success Manager, strong communication is key. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you would engage with C-suite executives and senior stakeholders to build lasting relationships.
✨Be Proactive and Solution-Oriented
During the interview, showcase your proactive approach to problem-solving. Discuss how you would monitor product usage and address customer needs before they escalate. This will illustrate your ability to drive customer success and enhance satisfaction.
