Enterprise Customer Success Manager

Vor 3 Tagen

Berlin, Berlin, Deutschland Hawk Vollzeit

About Us
Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk's powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world.

About the Role:
We are seeking an experienced Customer Success Manager to manage and grow relationships with our enterprise clients. This role is critical in ensuring customer satisfaction, driving adoption, and delivering value across large-scale accounts.

Key Responsibilities:

  • Serve as the primary point of contact for enterprise clients, ensuring their success and satisfaction.
  • Develop and execute strategic account plans to drive product adoption and retention, as well as run the full customer engagement cycle for customers in your portfolio.
  • Understand the whitespace in the client portfolio and strategically manage expansion opportunities.
  • Partner with clients to understand their business objectives and align solutions accordingly.
  • Supporting clients' understanding of how Hawk's product fits into their frameworks
  • Collaborate with internal teams (Sales, Product, Support, Implementation Engineers) to resolve issues and deliver exceptional service.
  • Monitor account health and proactively address risks to ensure long-term success.
  • Prepare and deliver regular business reviews and performance reports to both internal and external stakeholders.

Qualifications:

  • 6+ years in Customer Success, Account Management, or related roles, within banking, AML, or fraud environments.
  • Financial crime experience and alignment are a strong plus.
  • Strong understanding of enterprise client needs and regulatory frameworks.
  • Excellent communication and relationship-building skills.
  • Ability to manage multiple complex projects and influence senior stakeholders, both internally and externally.
  • Proficiency in CRM tools such as Planhat, Hubspot and data-driven decision-making.
  • Language: Fluent in English and German

Preferred Skills:

  • Knowledge of AML, financial crime prevention, and EU regulatory frameworks.
  • Strategic thinker with a customer-centric mindset and ability to influence senior stakeholders.
  • Ability to work independently and as part of a cross-functional team.

Performance Metrics:
Success in this role will be measured by:

  • Customer Retention Rate: Maintaining and improving renewal rates across enterprise accounts.
  • Net Promoter Score (NPS): Driving positive customer feedback and satisfaction.
  • Product Adoption: Ensuring clients fully utilize solutions to achieve business objectives.
  • Revenue Growth: Supporting upsell and cross-sell opportunities within existing accounts.

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