Head of Customer - DACH

About the role

As Head of Customer for DACH, you will own regional commercial outcomes including GRR and NRR while leading a cross-functional team of Customer Value Partners, Data Scientists, and Implementation Consultants. You will contribute to the development and implementation of a global customer operating model, ensuring scalable and repeatable delivery across the region. This role requires balancing regional leadership with active participation in global strategy and serving as the final point of escalation for at-risk accounts.

Responsibilities

• Own the regional commercial outcome and report on it with rigor.
• Contribute to and roll out the global customer operating model, delivery methodology, systems, and tools.
• Lead, hire, and develop a cross-functional regional team including Customer Value Partners, Data Scientists, and Implementation Consultants.
• Act as the final point of escalation for at-risk accounts.
• Partner with Sales to support pre-sale conversations and ensure delivery feasibility.
• Conduct regular business reviews with Sales and leadership regarding forecasting and account health.
• Manage performance reviews and career planning for the regional team.

Required skills

• B2B enterprise software
• Professional services management
• SaaS financial metrics
• German
• English
• Team leadership
• Commercial strategy

Nice to have

• AML
• Fraud prevention
• Regulated financial services
• Cross-functional team leadership

Qualifications

• 10+ years leading and managing professional services or delivery organizations within B2B enterprise software

About the Company

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally use Hawk’s combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention.