Hawk

1 month ago

Customer Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Senior post-sales operations leader responsible for building and running the operating system behind a global, post-sales team (implementation, customer success, data science, solution architecture, and support) with data-driven governance, AI-enabled automation, and a scalable operating model. Works closely with the Chief Customer Officer to deliver cadence, metrics, and automation across a high-growth, SaaS/AI environment.

Location: Munich

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Key Responsibilities

•Own the weekly, monthly and quarterly operating cadence of the Customer team, including escalation reviews, forecast calls and account reviews, so leaders walk into every session with the right data already on the table.
•Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics end to end, from definitions and pipelines through data quality to presentation, as the single source of truth used in every account conversation and every board pack.
•Find the story in the data, not just report it: spot the account drifting towards risk, the leading indicator that predicts churn and the delivery pattern eroding margin, and put it in front of the people who can act.
•Own professional services economics across the delivery portfolio: estimation discipline, resourcing and capacity planning, utilisation, margin, and the variance between scoped and delivered work, partnering with Finance on milestone and revenue reporting and keeping that variance visible, explainable and shrinking.
•Administer and continually improve the operational toolchain, with Planhat as the customer system of record, PSA tooling for delivery, and the integrations into CRM, support and finance systems, holding the team and yourself to a simple bar: if it is not in the system, it did not happen.

Key Requirements

•7+ years in professional services operations, customer success operations or revenue operations within SaaS or AI technology companies

Experience:7+ yearsSaaSAIFinancial services

Skills:Data analysisExcelBI toolingAutomationAI

Languages:English

Tech Stack:PlanhatClaude AICRMPSAData analyticsExcel

Company Brief

Hawk

Hawk provides cloud‑native, explainable AI solutions for anti‑money laundering, sanctions screening and fraud prevention, helping banks, payment providers and fintechs detect financial crime in real time and reduce false positives.

Industry: RegTech

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Munich, Germany

Founded: 2018

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Hawk

1 month ago

Customer Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Munich

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Key Responsibilities

•Own the weekly, monthly and quarterly operating cadence of the Customer team, including escalation reviews, forecast calls and account reviews, so leaders walk into every session with the right data already on the table.
•Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics end to end, from definitions and pipelines through data quality to presentation, as the single source of truth used in every account conversation and every board pack.
•Find the story in the data, not just report it: spot the account drifting towards risk, the leading indicator that predicts churn and the delivery pattern eroding margin, and put it in front of the people who can act.
•Own professional services economics across the delivery portfolio: estimation discipline, resourcing and capacity planning, utilisation, margin, and the variance between scoped and delivered work, partnering with Finance on milestone and revenue reporting and keeping that variance visible, explainable and shrinking.
•Administer and continually improve the operational toolchain, with Planhat as the customer system of record, PSA tooling for delivery, and the integrations into CRM, support and finance systems, holding the team and yourself to a simple bar: if it is not in the system, it did not happen.

Key Requirements

•7+ years in professional services operations, customer success operations or revenue operations within SaaS or AI technology companies

Experience:7+ yearsSaaSAIFinancial services

Skills:Data analysisExcelBI toolingAutomationAI

Languages:English

Tech Stack:PlanhatClaude AICRMPSAData analyticsExcel

Company Brief

Hawk

Industry: RegTech

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Munich, Germany

Founded: 2018

Glassdoor: 3.5

Website LinkedIn Glassdoor