Head of Customer - EMEA

Hawk
London
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Judgment","Hiring","Escalation management","Cross-functional partnership"]

Own customer outcomes for EMEA, including GRR and NRR, and ensure delivery is repeatable at scale. Lead a regional team spanning Customer Value Partners, Data Scientists, and Implementation Consultants, personally handle high-stakes escalations, and partner with Sales to shape what can be delivered. Contribute to Hawk’s global customer operating model while keeping the region aligned and driving talent development.

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Hawk
Hawk
1 day ago

Head of Customer - EMEA

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Last checked: 9 hours agoStatus: Live

Job Summary

Own customer outcomes for EMEA, including GRR and NRR, and ensure delivery is repeatable at scale. Lead a regional team spanning Customer Value Partners, Data Scientists, and Implementation Consultants, personally handle high-stakes escalations, and partner with Sales to shape what can be delivered. Contribute to Hawk’s global customer operating model while keeping the region aligned and driving talent development.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Own EMEA customer commercial outcomes by driving GRR and NRR across a portfolio of Customer Value Partner-managed accounts.
  • •Contribute to and roll out Hawk’s customer operating model, delivery methodology, systems, and tools in the region (without building a parallel model).
  • •Lead and grow a cross-functional regional team across Customer Value Partners, Data Scientists, and Implementation Consultants, including hiring, onboarding, and development.
  • •Serve as the last line of defense on escalations, working governance calls personally when accounts are at risk.
  • •Partner with Sales on pre-sales scoping and run regular business reviews covering forecasting, account health, and regional growth sources.

Key Requirements

  • •10+ years leading and managing professional services or delivery organizations in B2B enterprise software, including running delivery quality, utilization, staffing, and outcomes.
  • •Experience rolling out a services operating model across multiple markets, including delivery methodology, tooling, and staffing models, and adapting globally without creating a parallel system.
  • •A track record owning commercial metrics (GRR, NRR, revenue, or bookings) and hitting targets.
  • •Experience managing teams through escalations, including being the person on governance calls when accounts are at genuine risk.
  • •Comfort operating with SaaS and services financial metrics (GRR, NRR, utilization) and reading forecasts; regulated financial services/AML and fraud prevention is a plus.
Experience:B2B enterprise softwareSaaSProfessional servicesRegulated financial servicesAML
Skills:LeadershipJudgmentHiringEscalation managementCross-functional partnership
Languages:EnglishGerman

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
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