Head of Customer - DACH

As Head of Customer for DACH, you own regional outcomes, delivery model, and team performance to drive sustainable growth in GRR and NRR. You lead a cross-functional group (CVPs, data scientists, and implementation consultants) and shape a globally scalable customer-operating model. You own escalations, partner with Sales on pre‑sale commitments, and report regional health and opportunity to the leadership. This role blends strategic influence with hands‑on delivery, impacting how Hawk scales across markets. You will help build the global model starting in the DACH region, aligning local realities with the company mission to fight money laundering and fraud.

• Own regional commercial outcomes (GRR and NRR) and reporting.
• Contribute to and roll out the global customer operating model and delivery methodology in the region, mentoring the model as it scales.
• Lead and grow a cross-functional regional team (CVPs, data scientists, implementation consultants) including hiring and development.
• Act as final escalation point on at-risk accounts during governance calls.
• Partner with Sales to shape engagements and ensure deliverability aligns with sales scope.
• Conduct regular business reviews with Sales and leadership on forecasting, account health, and growth drivers.
• Align regional learnings with the global model and flag exceptions requiring local adaptation.
• Oversee people development across CVP, Data Science, and Implementation Consultant roles to avoid delivery gaps.
• Represent the region in leadership forums with honest, evidence-based regional health insights.

• 10+ years leading and managing professional services or delivery within B2B enterprise software.
• Proven track record of owning commercial metrics (GRR, NRR, revenue, or bookings).
• Experience managing teams through escalations and in high‑risk account situations.
• Comfort with SaaS and services financial metrics and regional forecasting.
• Strong hiring instincts and experience building or scaling teams.
• C-suite level comfort with customers and internal stakeholders.
• Solid understanding of SaaS/enterprise software delivery models; AML or regulated financial services domain a plus.
• Fluent in German and English.

• leadership and team-building
• stakeholder management
• ability to operate under pressure
• SaaS and services financial metrics (GRR, NRR)
• delivery methodologies and operating models
• data-driven decision making