Senior Customer Success Manager, East Coast

Position Overview: 

We are seeking a Senior Customer Success Manager who is a strategic thinker and passionate about customer success. In this role, you will play a crucial part in ensuring the success and satisfaction of Hawk’s US customers. You will support customers and resellers through implementation and live operations, focusing on building strong, long-term relationships and fostering loyalty. Engaging with senior executives, you will offer consultative support to demonstrate the business value of our solutions. By conducting regular check-ins and QBRs, you will help customers achieve their goals and fully leverage our platform's capabilities.

Collaborating closely with Sales, Product, Solution Consulting, Marketing, Data Science, and Finance teams, you will work to maximize revenue and margin from our EU customer base. As the primary customer advocate, you will prioritize satisfaction, develop a deep understanding of product usage, and maintain proactive communication. Additionally, you will empower Hawk resellers by providing training and educational materials to help them effectively represent our brand. By monitoring product usage statistics, you will ensure customer satisfaction, maintain healthy client metrics, identify opportunities for improvement, and mitigate potential churn.

If you thrive in a dynamic, fast-paced environment and are passionate about financial technology, this is an exciting opportunity to make a significant impact while growing your career with a forward-thinking company.

Key Responsibilities: 

• Customer Advocacy:
  • Act as a customer advocate to maximize value for Hawk by minimizing time-to-revenue in close cooperation with Solution Consulting and Product teams.
  • Achieve or exceed customer revenue targets, including existing ARR, upsells, and custom development requests.
  • Develop deep relationships with customers to understand their business needs and ensure they derive maximum value from Hawk’s solutions.
• Reseller Enablement:
  • Enable and empower Hawk resellers to represent the company effectively to potential customers by providing them with the necessary training and resources.
  • Conduct regular training sessions and workshops for resellers to keep them updated on new features, best practices, and success stories.
• Customer Satisfaction and Retention:
  • Consistently achieve or exceed NPS targets for EU clients by ensuring a high level of customer satisfaction.
  • Maximize customer retention and identify/mitigate churn by conducting regular check-ins, satisfaction surveys, and QBRs (Quarterly Business Reviews).
  • Address customer concerns promptly and efficiently, ensuring a positive customer experience and fostering long-term loyalty.
• Consultative Engagement:
  • Conduct consultative meetings with senior executives to continually demonstrate the business value of our innovative solutions.
  • Promote success stories and advancements, highlighting how Hawk’s solutions have positively impacted other clients.
  • Provide strategic insights and recommendations to help customers optimize their use of Hawk’s platform.
• Product Usage and Metrics Monitoring:
  • Closely monitor product usage statistics to ensure maximum product satisfaction and maintain healthy client health score metrics.
  • Analyze usage data to identify trends, usage patterns, and areas for improvement, and provide actionable insights to both the customer and internal teams.
  • Proactively address any potential issues or roadblocks that could impact 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 use Hawk’s platform effectively.
  • Develop and deliver onboarding programs for new customers and continuous education initiatives for existing customers.
  • Gather and incorporate customer feedback into training materials to continually improve the customer learning experience.
• Feedback and Improvement:
  • Review customer complaints and concerns to identify areas for improvement and work with relevant teams to implement necessary changes.
  • Provide feedback to the 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.