Head of Customer - DACH

Key Responsibilities

• Own the regional commercial outcome: drive GRR and NRR across your portfolio of Customer Value Partner-managed accounts, and report on it with the same rigor you'd expect from your own team.
• Contribute to Hawk's customer operating model, the delivery methodology, systems, and tools that make outcomes repeatable at scale, and roll it out in your region rather than building a parallel version of your own. You've seen what good looks like elsewhere and bring that judgment to a global effort, including coaching your Customer Value Partners as the model takes shape.
• Lead and grow a cross-functional regional team, Customer Value Partners, Data Scientists, and Implementation Consultants, hiring, onboarding, and developing people as the region scales.
• Be the last line of defense on escalations. When an account is genuinely at risk, you're the one on the governance call working the problem, not reading about it after the fact.
• Partner with Sales as a credibility engine for the region: get pulled into pre-sale conversations, help scope engagements, and make sure what gets sold is something your team can actually deliver.
• Run regular business reviews with Sales and company leadership covering forecasting, account health, and where the region's growth is actually coming from.
• Work with your peer Heads of Customer and the functions that own the global model to keep your region aligned: feed regional learnings back in, adopt changes as they roll out, and flag where local market realities genuinely require an exception rather than a workaround.
• Own people development across the region: performance reviews, career planning, and skills coverage across the CVP, Data Science, and Implementation Consultant roles, so the region is never one departure away from a delivery gap.
• Represent the region in leadership conversations, giving the CCO and the rest of the leadership team an honest, evidence-based read on regional health, risk, and opportunity.

Your Profile

• 10+ years leading and managing professional services or delivery organizations within B2B enterprise software. This means you've actually run a PS team, owned utilization, staffing, and delivery quality across a book of engagements, not just managed customer success or account relationships.
• A genuine builder who plays well with a global standard. You've contributed to or helped roll out a services operating model across multiple markets before, delivery methodology, tooling, staffing model, and you understand the difference between adapting a global model locally and quietly building your own. You can point to what you contributed and why it worked.
• A track record of owning a commercial number, GRR, NRR, revenue, or bookings, and hitting it, not just influencing it from the side.
• Real experience managing a team through escalations. You've been the person on the call when an account was genuinely at risk, not just the person who heard about it afterward.
• Comfortable with SaaS and services financial metrics (GRR, NRR, utilization) and can read a regional forecast without someone translating it for you.
• Strong hiring instincts. You've built or scaled a team before, and you know the difference between a candidate who interviews well and one who'll actually do
• the job.
• Genuine comfort operating at C-suite level, with customers and with internal stakeholders alike.
• Strong grasp of SaaS and enterprise software delivery models; experience in AML, fraud prevention, or another regulated financial services domain is a real advantage, not a nice-to-have footnote.
• Fluent in German, in addition to fluent English.

Bonus

• Experience leading a team spanning multiple functions (delivery, data science, technical implementation) rather than a single-discipline team.

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Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation