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Senior Client Success Manager, Eastern Region

2 months ago

New York, New York, United States Hawk Full time
Job OverviewAbout Hawk

Hawk stands at the forefront of AI-driven solutions for anti-money laundering and fraud detection. Our technology empowers banks and payment providers worldwide to enhance their compliance and fraud prevention efforts by effectively identifying criminal activities while minimizing false positives. Our mission is crucial in the global battle against financial crimes, including money laundering and terrorism financing. We foster a culture of trust, support, and enthusiasm, offering our team members opportunities for professional growth and meaningful contributions to society.

Position Summary:

We are in search of a Senior Customer Success Manager who embodies strategic thinking and a commitment to customer satisfaction. This pivotal role focuses on ensuring the success and contentment of Hawk's clientele across the United States. You will engage with customers and resellers during implementation and operational phases, emphasizing the development of robust, long-lasting relationships that promote loyalty. By collaborating with senior executives, you will provide consultative support that highlights the business advantages of our offerings. Regular check-ins and Quarterly Business Reviews (QBRs) will be essential in helping customers achieve their objectives and fully utilize our platform's features.

Working closely with Sales, Product, Solution Consulting, Marketing, Data Science, and Finance teams, your efforts will aim to optimize revenue and profit margins from our customer base. As the primary advocate for our clients, you will prioritize their satisfaction, gain a comprehensive understanding of product utilization, and maintain proactive communication. Furthermore, you will empower Hawk's resellers by supplying them with training and educational resources to effectively represent our brand. By tracking product usage metrics, you will ensure customer satisfaction, uphold positive client health indicators, identify areas for enhancement, and reduce potential churn.

If you excel in a dynamic, fast-paced setting and possess a passion for financial technology, this role presents an exciting opportunity to make a significant impact while advancing your career with an innovative organization.

Key Responsibilities:

  • Customer Advocacy:
    • Serve as a customer champion to maximize value for Hawk by collaborating closely with Solution Consulting and Product teams to reduce time-to-revenue.
    • Meet or surpass customer revenue objectives, including existing Annual Recurring Revenue (ARR), upsells, and custom development projects.
    • Build deep connections with clients to comprehend their business requirements and ensure they receive optimal value from Hawk's solutions.
  • Reseller Empowerment:
    • Equip and enable Hawk resellers to effectively represent the company to prospective clients by providing essential training and resources.
    • Conduct regular training sessions and workshops for resellers to keep them informed about new features, best practices, and success stories.
  • Customer Satisfaction and Retention:
    • Consistently achieve or exceed Net Promoter Score (NPS) targets for clients by ensuring high levels of satisfaction.
    • Maximize customer retention and identify/mitigate churn through regular check-ins, satisfaction surveys, and QBRs.
    • Address customer issues promptly and efficiently, ensuring a positive experience and fostering long-term loyalty.
  • Consultative Engagement:
    • Conduct consultative discussions with senior executives to continually demonstrate the business value of our innovative solutions.
    • Highlight success stories and advancements, showcasing how Hawk's solutions have positively impacted other clients.
    • Provide strategic insights and recommendations to assist customers in optimizing their use of Hawk's platform.
  • Product Usage and Metrics Monitoring:
    • Monitor product usage statistics closely to ensure maximum satisfaction and maintain healthy client health score metrics.
    • Analyze usage data to identify trends, patterns, and areas for improvement, providing actionable insights to both customers and internal teams.
    • Proactively address any potential issues or obstacles that could affect customer satisfaction or product adoption.
  • Training and Education:
    • Assist in creating and updating training courses and educational materials to ensure customers and resellers are well-equipped to utilize Hawk's platform effectively.
    • Develop and deliver onboarding programs for new clients and continuous education initiatives for existing customers.
    • Incorporate customer feedback into training materials to continually enhance the learning experience.
  • Feedback and Improvement:
    • Review customer complaints and concerns to identify areas for enhancement and collaborate with relevant teams to implement necessary changes.
    • Provide feedback to Product and Engineering teams to influence the product roadmap based on customer needs and market trends.
    • Participate in regular internal meetings to share customer insights and collaborate on strategies to enhance the overall customer experience.

Job Requirements:

  • 5+ years of experience in customer-facing roles within B2B Enterprise Software.
  • Proven experience managing accounts exceeding $1M ARR.
  • Consistent track record of meeting targets and expert customer management.
  • Proficiency in B2B Enterprise Software, SaaS, and Digital Payments ecosystems; experience in banking or payment, particularly in AML or fraud, is a strong plus.
  • Passion for forecast accuracy and dedicated follow-up skills.
  • Ability to build lasting relationships with C-suite executives, senior management, and product teams.
  • Exceptional communication, presentation, organization, and time management skills.
  • Ability to prioritize, multitask, and perform effectively in a dynamic work environment.
  • Multilingual capabilities are a strong plus.

Hawk offers competitive compensation for qualified candidates and focuses on creating a positive, fun work environment where employees can grow and thrive. We provide comprehensive benefits, including transportation subsidies, robust annual training and development opportunities, and a gym stipend reimbursement program.

Hawk is an equal opportunity employer committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Perks & Benefits
  • Competitive salary
  • Personal development budget up to €1,000/year. (e.g., online courses, coaching, German classes, certifications)
  • Gym membership subsidy
  • 27 paid holidays annually + 1 day per each additional full year of remaining in the company, up to a maximum number of 30 days of holidays per year
  • 4 weeks "working from anywhere" per year in selected countries
  • MVG monthly commuting ticket subsidy (public transportation)
  • Flexible working hours and home office possibilities
  • Healthy drinks, snacks, and a weekly fruit basket in the office

Why Us
  • the "World's Top 100 AI Fintechs" and "Top EU Startups to Watch."
  • You will be at the center of a fast-growing, high-tech startup using the latest Cloud technology, AI (Artificial Intelligence), and machine learning.
  • You will be part of an incredibly diverse and international team of 20+ nationalities across offices in Europe, the USA, and beyond.
  • You will have a high degree of collaboration, ownership, and autonomy. Your work matters.
  • Your work will drive innovation and positively impact our society globally. We fight financial crime and aim to prevent 1.6 trillion USD from being money-laundered worldwide annually.
  • Our modern tech stack includes Kafka, Elasticsearch, AWS, MongoDB, Kubernetes, ArgoCD, Java 11, Spring, Python, React, and others.