Customer Value Partner, APAC

About the role

Hawk provides AI-supported anti-money laundering and fraud detection technology used by banks and payment providers worldwide. As a Customer Value Partner in APAC, you own the customer relationship from first scoping through implementation and into ongoing growth, as one accountable owner with no handoffs between a CSM, Engagement Manager and PM. You prove the value Hawk delivers and convert that proof into retained and expanded revenue.

Key responsibilities

• Own the full customer lifecycle: scoping, implementation, adoption, new use cases and ongoing value realization.
• Manage delivery according to Hawk's best practices and methodology, building the plan, tracking progress and reporting clearly.
• Design and drive joint success plans aligned to each client's business objectives and regulatory context.
• Drive GRR and NRR for your accounts, including revenue contingency recognition.
• Monitor usage and performance and turn findings into optimization work such as fewer false positives and faster investigations.
• Use AI and agentic AI tools to speed QBR preparation, deepen account insight and improve reporting.
• Work the sales cycle as a credibility engine, taking part in pre-sale conversations and acting as the SME for end-to-end value creation.
• Build and defend executive relationships across the account, from governance calls to QBRs.

Required profile

• 5+ years in customer-facing roles combining customer success, engagement management and delivery/project management within B2B enterprise software.
• Track record managing accounts at $500K+ ARR, including cross-sell or expansion work.
• Comfortable owning a delivery plan end to end without a separate PM.
• Strong grasp of SaaS and enterprise software delivery models; AML, fraud prevention or regulated financial services experience is an advantage.
• Hands-on use of AI and agentic AI tools.
• Comfort operating at C-suite level and a bias toward ownership over process.
• Experience in, or appetite for, a start-up or scale-up environment.