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 grown 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 since early 2026, our DACH presence - anchored by our vibrant hubs in Berlin & Munich - represents a pivotal, high-growth region. As enterprise organizations, Mittelstand leaders, and high-growth innovators across Germany, Austria, and Switzerland rapidly adopt flexible talent models on our platform, our operational infrastructure must scale with agility and precision: we need structured operational excellence, proactive client enablement, and robust retention mechanisms to turn active client engagements into enduring, long-term partnerships.
• The Task: Take complete ownership of the project lifecycle and day-to-day Customer Success operations across an assigned portfolio of DACH enterprise and mid-market accounts. Working hand-in-hand with hiring managers, enterprise procurement leads, internal Account Managers, and top-tier freelancers, you will keep critical projects running seamlessly—from onboarding and quote approvals to purchase orders, timesheet validations, and project renewals. In doing so, you will champion self-service platform adoption, flag upstream commercial risks, and build a predictable renewal engine that directly expands Gross Services Volume (GSV) across the region, while mastering dual-sided marketplace dynamics.

Key Responsibilities

1. Project Renewals & Extension Management

• Action: Track project milestones and delivery timelines proactively, anticipating contract end dates weeks in advance to confirm client roadmaps, flag scope or churn risks early, and coordinate contract extensions alongside Sales.
• Output: A structured, predictable renewal pipeline with contract extensions locked in ahead of schedule, safeguarding project continuity and maximizing account lifetime value.
• Metrics: % of business renewed, Revenue Signed via renewals, and renewal pipeline lead-time velocity.

2. Operational Excellence & High-Stakes Issue Resolution

• Action: Act as the dedicated go-to operational owner for incoming client inquiries, orchestrating swift resolutions across Sales, Legal, Operations, and Product while maintaining end-to-end accountability.
• Output: Standardized operational escalation cadences, transparent communication channels, and rigorous compliance with client-specific Service Level Agreements (SLAs) and procurement guidelines.
• Metrics: Client Satisfaction (NPS / CSAT), First-Response Time (FRT), and SLA resolution compliance.

3. Business Partnership & Scalable Process Optimization

• Action: Partner as the dedicated operational co-pilot to DACH Account Managers while serving as an internal Subject Matter Expert.
• Output: Repeatable operational playbooks and actionable feedback loops delivered to Product and Tech teams to systematically automate manual tasks and eliminate delivery bottlenecks.
• Metrics: Client autonomy rate, adoption of self-service tools, and reduction in administrative requests requiring COS support.

4. Client Enablement & Self-Service Platform Adoption

• Action: Occasionally deliver interactive platform walkthroughs, targeted demos, and guided onboarding to hiring managers and procurement teams to accelerate platform proficiency and self-sufficiency.
• Metrics: % increase in autonomous Activity Title (AT) validations, self-service Purchase Order (PO) submission rates, and client onboarding completion speed.

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-moving B2B marketplace, tech scale-up, or high-growth SaaS ecosystem.
• Steered proactive project renewals and account retention cadences, demonstrating strong commercial acumen by safeguarding revenue and identifying organic extension opportunities.
• Partnered comfortably with diverse enterprise stakeholders—from department hiring managers and operational leads to procurement officers and independent freelancers.
• Transformed operational ambiguity into structure by turning ad-hoc procedures into repeatable, scalable workflows using tools such as Google Workspace, Notion, Looker, or AI productivity utilities.
• Communicated with native or bilingual (C1/C2) fluency in German alongside professional business English, blending executive polish with authentic, collaborative energy.

Skills You Will Deploy & Develop:

• Master dual-sided marketplace dynamics and high-volume enterprise contract lifecycle management.
• Deepen expertise in complex enterprise procurement navigation, SLA enforcement, and Master Service Agreement (MSA) governance.
• Build data-driven renewal forecasting and operational analytics capabilities using Looker, advanced Google Sheets modeling, and modern AI automation tools.
• Hone cross-functional leadership and collaborative alignment across international sales, product, legal, and operational leadership.

The Self-Selection Filter ❓

This role is perfect for you if...

• Thrive in high-ownership, dynamic scale-up environments where you take genuine joy in creating structure out of ambiguity and refining processes from the ground up.
• Bring authentic curiosity, collaborative team spirit, and high emotional resilience to multi-stakeholder problem-solving.
• Spot natural opportunities to protect account health, secure project extensions, and drive platform self-service across routine operational interactions.
• Communicate with clarity, warmth, and diplomatic composure, aligning cross-functional teams around practical, win-win solutions.
This role is NOT for you if...
• Prefer static, rigid corporate environments where every task is pre-defined and a playbook is already written for every single scenario.
• Shy away from commercial retention metrics, viewing Customer Success as reactive helpdesk ticket resolution rather than proactive account ownership.
• Feel uncomfortable navigating complex stakeholder ecosystems involving corporate clients, procurement hurdles, and independent freelancers simultaneously.
• View success as an individual race rather than a collaborative team sport founded on mutual support and transparency.

30-90-180 Day Impact Plan

• Day 30: Immerse yourself in Malt's platform mechanics, dual-sided marketplace dynamics, and internal tool stack (Notion, Looker, Google Workspace, and AI tools) while shadowing client interactions across Europe. You will map out the operational landscape across your assigned DACH portfolio, forge strong working partnerships with the Berlin commercial and international operations teams, and independently resolve incoming client operational inquiries with high quality and speed.
• Day 90: Take full operational ownership of your DACH account portfolio, conducting targeted platform demos and onboarding sessions for hiring managers to drive autonomous AT validation and PO submissions. You will establish proactive milestone tracking to anticipate project contract expirations weeks in advance, maintaining an accurate renewal pipeline forecast and operating in close cadence with Account Managers to secure extensions.
• Day 180: Operate fully autonomously as the indispensable Customer Success partner for the DACH market, consistently achieving your targets for renewal rates, Gross Services Volume (GSV) secured, and client NPS. You will have implemented streamlined operational playbooks that reduce administrative friction, sharing proven best practices across our international Customer Success community.

How to join the mission?

• First Call (45m): An initial conversation with Niko or Micha focusing on your track record, a first-line assessment of hard/soft skills, motivation, and salary expectations.
• Strategic Deep Dive (60m): A deep-dive with your future manager, Inah, to overview missing elements in your track record and conduct a secondary assessment of hard skills and motivation
• Business Case (60m): A business case and technical assessment with Inah and her manager to evaluate in-depth practical capabilities.
• Raise The Bar (30m): Interview with our COO to discuss Malt’s long-term scale and how your ambition aligns with our macro-economic growth.
• Reference Checks: A quick alignment between Niko and two former colleagues of yours to round out the process.