Original listing text, shown exactly as published by the company.
Your Mission
As Customer Operations Manager at Hawk, your mission is to build and run the operating system behind a post-sales team that delivers implementation, customer success, data science, solution architecture and support to some of the most demanding financial institutions in the world. Working directly with the Chief Customer Officer, you will own the reporting, cadence, data and automation that lets a lean team run a global customer base with the discipline of an organisation three times its size. This is a senior individual contributor role with no direct reports: your leverage comes from systems, data and AI agents, not headcount. Where most operations roles maintain the machine, you build it, then teach it to run itself.
Key Responsibilities
- Own the weekly, monthly and quarterly operating cadence of the Customer team, including escalation reviews, forecast calls and account reviews, so leaders walk into every session with the right data already on the table.
- Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics end to end, from definitions and pipelines through data quality to presentation, as the single source of truth used in every account conversation and every board pack.
- Find the story in the data, not just report it: spot the account drifting towards risk, the leading indicator that predicts churn and the delivery pattern eroding margin, and put it in front of the people who can act.
- Own professional services economics across the delivery portfolio: estimation discipline, resourcing and capacity planning, utilisation, margin, and the variance between scoped and delivered work, partnering with Finance on milestone and revenue reporting and keeping that variance visible, explainable and shrinking.
- Administer and continually improve the operational toolchain, with Planhat as the customer system of record, PSA tooling for delivery, and the integrations into CRM, support and finance systems, holding the team and yourself to a simple bar: if it is not in the system, it did not happen.
- Champion a standing mandate to automate every recurring operational workflow with AI tools and agents: reporting packs, data reconciliation, meeting preparation, health scoring and escalation triage are all candidates the moment they repeat.
- Design, build and operate AI agents (Claude and similar) in production workflows, measure the hours they return to the team, and retire the manual processes behind them.
- Produce the customer sections of board packs, QBR materials and executive dashboards: accurate, on time, every time.
Your Profile
- Typically seven or more years in professional services operations, customer success operations or revenue operations within SaaS or AI technology companies.
- A builder’s track record. You have built and operationalised the operating model for a post-sales organisation in a scaling, high-growth business: the cadences, the metrics, the systems, the playbooks. You are a domain expert in how this is done, not a first-timer.
- The right background: an embedded professional services organisation, a management consulting firm, or a sales or revenue operations function with genuine post-sales scope.
- Expert-level data analysis. You understand the data, interrogate it and present it. Excel mastery is assumed, and experience with BI and analytics tooling is expected.
- Hands-on AI capability. You use AI tools and agents (Claude or comparable) as a daily working instrument and have shipped real automation into operational workflows, not just experimented.
- Operational tooling expertise. Expert with Planhat or comparable customer success platforms, PSA tools, and the CRM and finance systems they connect to.
- An executive communicator. You turn data into a narrative a leader can act on, and process into clarity a delivery team will actually follow, in written and verbal English at executive standard.
- The right instincts for the job: forensic attention to detail (you cannot let numbers that do not reconcile go until they do), automation over headcount, low ego and high ownership, and comfort presenting a board metric in the morning and fixing the data pipeline behind it in the afternoon.
Bonus
- Exposure to financial services, RegTech or financial crime compliance.
- Experience supporting consumption-based or hybrid commercial models.
- Experience working with distributed, multi-country teams.
