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For Companies At a Glance
- Tasks: Manage and grow relationships with enterprise clients, ensuring their success and satisfaction.
- Company: Join Hawk, a leader in AI-supported anti-money laundering and fraud detection technology.
- Benefits: Opportunities for professional growth, supportive culture, and making a real-world impact.
- Why this job: Be at the forefront of fighting financial crime while helping clients succeed.
- Qualifications: 6+ years in Customer Success or Account Management, preferably in banking or fraud environments.
- Other info: Dynamic role with a focus on customer satisfaction and strategic account management.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
- Support 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 being a bonus.
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.
Enterprise Customer Success Manager in City of London employer: Hawk
Contact Detail:
Hawk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enterprise Customer Success Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they align with customer success. This will help you tailor your responses and show you're genuinely interested in making an impact.
✨Tip Number 3
Showcase your achievements! Be ready to discuss specific examples of how you've driven customer success in previous roles. Use metrics to back up your claims – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our mission to combat financial crime.
We think you need these skills to ace Enterprise Customer Success Manager in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Enterprise Customer Success Manager role. Highlight your experience in customer success, especially in banking or fraud environments, and show how your skills align with what we’re looking for at Hawk.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to illustrate how you’ve driven customer satisfaction and product adoption.
Be Authentic: Let your personality shine through in your application. We value a culture of mutual trust and support, so showing us who you are and how you can contribute to our team is key. Don’t be afraid to express your passion for making a difference!
Apply Through Our Website: We encourage you to apply directly through our website. This way, you’ll ensure your application gets to the right people and you’ll have access to all the latest updates about the role and our company.
How to prepare for a job interview at Hawk
✨Know Your Stuff
Before the interview, dive deep into Hawk's products and services. Understand how their AI-supported technology works in combating money laundering and fraud detection. This knowledge will not only impress your interviewers but also help you articulate how you can contribute to their mission.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your success in customer management, especially in enterprise settings. Be ready to discuss how you've driven product adoption and managed client relationships, particularly in banking or financial crime environments.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the company's culture, their approach to customer success, and how they measure performance metrics like NPS and customer retention. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
✨Demonstrate Your Strategic Thinking
Be prepared to discuss how you would develop strategic account plans for enterprise clients. Think about how you would identify expansion opportunities and align solutions with client objectives. This will showcase your ability to think critically and strategically, which is crucial for the role.
