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Customer Operations Manager
HawkAnti-Money Laundering company
London, United KingdomManager
Sands Capital
DN Capital
One Peak
Macquarie Capital
Rabobank
BlackFin Capital Partners
Operations & Strategy
About the role
TL;DR
Build and run the operating system for a post-sales team at a leading AI AML/fraud detection company.
- •Hawk AI is seeking a Customer Operations Manager to build and manage the operating system for their post-sales team, supporting global financial institutions.
- •This role focuses on systems, data, and automation to enhance efficiency and effectiveness.
- •Key Responsibilities Own the operating cadence and reporting for the Customer team.
- •Manage customer health, adoption, and retention metrics.
- •Analyze data to identify risks and opportunities within customer accounts.
- •Oversee professional services economics, including estimation, resourcing, and margin.
- •Administer and improve the operational toolchain, ensuring data accuracy.
- •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 post-sales operating models.
- •Expert-level data analysis skills with Excel mastery and BI tooling experience.
- •Hands-on AI capability with experience shipping automation into operational workflows.
- •Expertise with operational tooling like Planhat, PSA tools, and CRM/finance systems.
Required skills
Revenue OperationsExcelCRMSQLPythonJavaScriptProject Management
Domain expertise
fintechai
Tech stack
Anthropic APIExcelPythonJavaScriptSQLCRM