Customer Onboarding & Success Specialist

• A diverse team of 600 Malters across 6 European countries
• A culture that champions equality (50% of our Comex are women) and inclusive growth
• Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI
• A mission to give everyone the freedom to work differently

The Mission 🪐

The Situation: Malt is leading the "New Way of Work" as Europe’s premier B2B freelance marketplace, an elite French Next40 tech scale-up that has expanded to over 600 employees across Europe and powers a community of over 1 million registered freelancers. Entering an accelerated growth phase backed by our executive commercial leadership, our UK presence in London represents a top-tier growth market where enterprise clients, mid-market leaders, and high-growth SMBs are rapidly transitioning their flexible talent acquisition onto the platform. With rapid new logo acquisition underway, our operational capacity must scale intelligently: we need structured operational excellence, robust retention mechanisms, and proactive client enablement to transform active enterprise engagements into long-term commercial partnerships.

The Task: Own the day-to-day Customer Success relationship for a portfolio of around 24 UK enterprise accounts at Malt. You’ll work with hiring managers, procurement teams and freelancers to keep projects on track, from onboarding and quote approval through purchase orders, timesheets and renewals. As projects approach their end dates, you’ll confirm clients’ plans, flag risks early and coordinate extensions with Sales. You’ll also help clients make better use of Malt, identify new freelance needs and keep the renewal forecast accurate. Your work will directly support client retention, platform adoption and growth in Gross Services Volume (GSV) across your portfolio.

Key Responsibilities ✨

1. Project Renewals & Extension Management

• Action: Track project milestones proactively, anticipating contract end dates weeks in advance to confirm client plans, flag risks early, and coordinate extensions alongside Sales.

• Output: A predictable renewal pipeline with contract extensions locked in early, preventing project churn and securing continuity for active engagements.

• Metrics: % of business renewed, Revenue Signed via renewals, and extension lead-time velocity.

2. Client Enablement & Self-Service Platform Adoption

• Action: Guide hiring managers through targeted platform demos and day-to-day onboarding to ensure seamless navigation of core workflows.

• Output: Higher user confidence and independent adoption, transitioning manual administrative steps into smooth, autonomous client routines.

• Metrics: Increase in autonomous Activity Title (AT) validations and Purchase Order (PO) submissions, and platform onboarding completion time.

3. Operational Excellence & Stakeholder Issue Resolution

• Action: Serve as the dedicated go-to person for incoming client requests, orchestrating swift resolutions across Sales, Legal, and Product while maintaining end-to-end accountability.

• Output: Standardized resolution workflows, clear internal and external communication cadences, and continuous process enhancements for UK account operations.

• Metrics: Client Satisfaction (CSAT/NPS), First-Response Time (FRT), and resolution SLA compliance.

Requirements & The Skills Matrix 🔍

Proven Mastery (What you have already built):

• Brought 3+ years of client-facing experience in Customer Success, Account Management, or client operations within a fast-paced SaaS, tech scale-up, or high-growth B2B marketplace environment.

• Steered contract renewal tracking and pipeline accuracy, safeguarding account retention and identifying organic extension opportunities.

• Partnered comfortably with diverse stakeholders—from operational leads and hiring managers to procurement partners and freelancers—to eliminate project friction.

• Transformed ambiguity into clear structure by refining ad-hoc procedures into repeatable, scalable operational playbooks.

• Communicated with native or bilingual (C2) fluency in English, combining professional polish with authentic, collaborative enthusiasm (additional European languages are a welcome plus).

Skills You Will Deploy & Develop:

• Master dual-sided marketplace dynamics and contract lifecycle operations at scale.

• Deepen data-driven portfolio management using Looker, advanced Google Sheets, Notion, and emerging AI productivity tools.

• Hone multi-stakeholder enterprise coordination and pipeline forecasting to protect portfolio revenue.

• Architect agile, client-centric operational playbooks that scale efficiently as the UK market expands.

The Self-Selection Filter ❓

This role is perfect for you if...

• Thrive in high-ownership, dynamic scale-up environments where you get to build, refine, and champion operational processes from the ground up.

• Bring genuine curiosity, collaborative team spirit, and high emotional resilience to complex, multi-stakeholder problem solving.

• Spot natural opportunities to support account health, project extensions, and platform adoption across every day-to-day operational touchpoint.

• Communicate with clarity, warmth, and professional poise, aligning cross-functional teams around practical solutions.

• This role is NOT for you if...

  • Prefer static, neatly pre-packaged workflows with a rigid playbook already written for every single situation.

  • Shy away from retention accountability, preferring purely transactional helpdesk ticket resolution over holistic account ownership.

  • Find ambiguity, shifting priorities, or rapid tech scale-up growth stressful rather than energizing.

  • Work best as an isolated individual rather than teaming up enthusiastically across departments to solve shared operational hurdles.

30-90-180 Day Impact Plan 🏁

Day 30: Immerse yourself in Malt’s platform mechanics, internal tooling (Notion, Looker, Google Workspace), and core marketplace processes while shadowing UK client interactions. You will map out the operational landscape across your assigned ~24-client portfolio, build close partnerships with the UK Sales and operations teams, and independently resolve incoming client requests.

Day 90: Take full operational ownership of your account portfolio, supporting hiring managers with targeted demos and driving autonomous AT and PO adoption. You will actively track contract end dates to anticipate upcoming expirations, maintaining an accurate renewal forecast and establishing a disciplined rhythm of extension coordination with Sales.

Day 180: Run fully autonomously as the trusted Customer Success partner for the UK market, consistently hitting your targets for renewal rates, Revenue Signed, and client NPS. You will have implemented refined playbooks that optimize account workflows, sharing best practices across our international Customer Success community.