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 effectiveness while maximizing efficiency.

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.
• Analyze data to identify churn risks, delivery patterns eroding margin, and actionable insights.
• 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.
• 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.