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: 6 hours agoStatus: Live

Job Summary

Senior operations-focused role building and running the post-sales operating system for a global customer base. You will own cadence, health metrics, data storytelling, and AI-driven automation across implementation, customer success, data science, and support, partnering with Finance and the Chief Customer Officer to scale post-sales in a high-growth SaaS/AI environment.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Sr. Manager level

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
•A builder’s track record in operationalising the operating model for a post-sales organisation in a scaling, high-growth business
•Background in embedded professional services organisation, a management consulting firm, or a sales/revenue operations function with genuine post-sales scope
•Expert-level data analysis; Excel mastery with experience in BI analytics tooling
•Hands-on AI capability; use of AI tools and agents (Claude or comparable) to automate operational workflows

Experience:7+ yearsSaaSAI

Skills:CommunicationProblem-solvingAttention to detailData analysisLeadership

Tech Stack:PlanhatPSACRMClaudeExcelBI

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: 6 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Sr. Manager level

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
•A builder’s track record in operationalising the operating model for a post-sales organisation in a scaling, high-growth business
•Background in embedded professional services organisation, a management consulting firm, or a sales/revenue operations function with genuine post-sales scope
•Expert-level data analysis; Excel mastery with experience in BI analytics tooling
•Hands-on AI capability; use of AI tools and agents (Claude or comparable) to automate operational workflows

Experience:7+ yearsSaaSAI

Skills:CommunicationProblem-solvingAttention to detailData analysisLeadership

Tech Stack:PlanhatPSACRMClaudeExcelBI

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