Customer Operations Manager

About the Company

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally use Hawk’s combination of traditional rules and explainable AI to improve AML compliance and fraud prevention.

Responsibilities

• Own the weekly, monthly, and quarterly operating cadence of the Customer team, including escalation reviews and forecast calls.
• Manage customer health, adoption, utilization, retention (GRR and NRR), and delivery metrics as the single source of truth.
• Identify data-driven insights to predict churn risk and delivery patterns eroding margin.
• Manage professional services economics, including estimation, resourcing, capacity planning, and margin variance.
• Administer and improve the operational toolchain, including Planhat, PSA tooling, CRM, and finance system integrations.
• Automate recurring operational workflows using AI tools and agents.
• Design, build, and operate AI agents (such as Claude) in production workflows to retire manual processes.
• Produce customer sections for board packs, QBR materials, and executive dashboards.

Requirements

• 7+ years in professional services operations, customer success operations, or revenue operations within SaaS or AI companies.
• Proven track record of building and operationalizing operating models for post-sales organizations.
• Expert-level data analysis skills with Excel mastery and experience with BI/analytics tooling.
• Hands-on experience using AI tools and agents (Claude or comparable) to automate operational workflows.
• Expertise in operational tooling such as Planhat, PSA tools, and CRM/finance integrations.
• Executive-level communication skills in written and verbal English.
• High attention to detail and a focus on automation over headcount.

Preferred Qualifications

• Exposure to financial services, RegTech, or financial crime compliance.
• Experience supporting consumption-based or hybrid commercial models.
• Experience working with distributed, multi-country teams.