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For Companies At a Glance
- Tasks: Manage and grow relationships with enterprise clients, ensuring their success and satisfaction.
- Company: 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: Join the fight against financial crime while helping clients achieve their business goals.
- Qualifications: 6+ years in Customer Success or Account Management, preferably in banking or AML.
- 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 antiâmoney 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, and the financing of terrorism. We offer a culture of mutual trust, support and passion â 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 largeâscale 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 longâterm 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 relationshipâbuilding skills.
- Ability to manage multiple complex projects and influence senior stakeholders, both internally and externally.
- Proficiency in CRM tools such as Planhat, HubSpot, and dataâdriven decisionâmaking.
- Fluent in English; German fluency is a bonus.
Preferred Skills
- Knowledge of AML, financial crime prevention, and EU regulatory frameworks.
- Strategic thinker with a customerâcentric mindset and ability to influence senior stakeholders.
- Ability to work independently and as part of a crossâfunctional 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 crossâsell opportunities within existing accounts.
Seniority level: MidâSenior level
Employment type: Fullâtime
Job function: Other
Enterprise Customer Success Manager in London employer: Hawk
Contact Detail:
Hawk Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Enterprise Customer Success Manager in London
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and donât be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
â¨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they fit into the market. This will help you tailor your answers and show that youâre genuinely interested in being part of their team.
â¨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of an Enterprise Customer Success Manager. Highlight your skills in managing client relationships and driving product adoption â make it clear why youâre the perfect fit.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Enterprise Customer Success Manager in London
Some tips for your application đŤĄ
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 and any relevant financial crime knowledge, as this will show us you understand what we're looking for.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to drive customer satisfaction and product adoption. Use metrics where possible, as numbers speak volumes and help us see the impact you've made.
Be Authentic: We want to get to know the real you! Donât be afraid to let your personality shine through in your application. Share your passion for customer success and how you can contribute to our mission at Hawk.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application will go straight to us, and we can review it promptly. We can't wait to hear from you!
How to prepare for a job interview at Hawk
â¨Know Your Stuff
Make sure you understand Hawk's products and how they fit into the financial crime landscape. Brush up on AML regulations and fraud detection technologies, as this will show your genuine interest and expertise in the field.
â¨Showcase Your Success Stories
Prepare specific examples from your past roles where you've successfully managed enterprise clients or driven product adoption. Highlight how youâve tackled challenges and contributed to customer satisfaction, as this aligns perfectly with the roleâs responsibilities.
â¨Engage with Questions
Come prepared with insightful questions about the company culture, team dynamics, and how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
â¨Demonstrate Collaboration Skills
Since the role involves working with various internal teams, be ready to discuss how you've effectively collaborated in the past. Share examples of how youâve resolved issues or improved processes through teamwork, which is crucial for delivering exceptional service.
