Head of Customer - DACH

Hawk
Munich, Berlin
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 10+ yearsSkills: ["Leadership","Hiring","Escalation management","Business judgment","C-suite communication"]

Own end-to-end customer outcomes across the DACH region, including GRR and NRR, delivery repeatability, and regional execution. Lead and grow a cross-functional team spanning Customer Value Partners, Data Scientists, and Implementation Consultants, while serving as the escalation owner when accounts are at risk. Partner with Sales on scoping and delivery credibility, run joint business reviews, and align with global leaders to continuously improve the worldwide customer operating model.

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Hawk
Hawk
1 day ago

Head of Customer - DACH

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Last checked: 9 hours agoStatus: Live

Job Summary

Own end-to-end customer outcomes across the DACH region, including GRR and NRR, delivery repeatability, and regional execution. Lead and grow a cross-functional team spanning Customer Value Partners, Data Scientists, and Implementation Consultants, while serving as the escalation owner when accounts are at risk. Partner with Sales on scoping and delivery credibility, run joint business reviews, and align with global leaders to continuously improve the worldwide customer operating model.
Location: Munich, Berlin
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Own DACH regional commercial outcomes, driving GRR and NRR across the portfolio and reporting with consistent rigor.
  • •Contribute to and roll out Hawk’s customer operating model, delivery methodology, systems, and tools—avoiding parallel local versions.
  • •Lead, hire, onboard, and develop a cross-functional regional team across Customer Value Partners, Data Scientists, and Implementation Consultants.
  • •Serve as the last line of defense on escalations and personally work governance calls when accounts are at risk.
  • •Partner with Sales and leadership on scoping, business reviews, forecasting, and alignment with global model owners.

Key Requirements

  • •10+ years leading and managing professional services or delivery organizations in B2B enterprise software, including ownership of utilization, staffing, and delivery quality.
  • •Experience contributing to or rolling out a services operating model across multiple markets, including delivery methodology, tooling, and staffing models.
  • •A proven track record owning a commercial number such as GRR, NRR, revenue, or bookings and delivering against targets.
  • •Strong escalation leadership experience, stepping in on governance calls when customer accounts are genuinely at risk.
  • •Fluent in German in addition to fluent English; comfortable operating at C-suite level and working with regulated financial services delivery models.
Experience:10+ yearsB2B enterprise softwareSaaSProfessional servicesAMLFraud prevention
Skills:LeadershipHiringEscalation managementBusiness judgmentC-suite communication
Languages:GermanEnglish

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
Glassdoor: 3.5
WebsiteLinkedInGlassdoor