At a Glance
- Tasks: Manage customer success for UK enterprise accounts and ensure smooth project renewals.
- Company: Join Malt, Europe's leading freelancing platform with a vibrant, diverse culture.
- Benefits: Enjoy 30 days annual leave, stock options, and a hybrid remote work policy.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Shape the future of work while helping freelancers and companies connect seamlessly.
- Qualifications: 3+ years in customer success or account management in a fast-paced environment.
The predicted salary is between 63000 - 77000 £ per year.
About Malt is Europe's leading freelancing platform with one clear mission: to give people the freedom to choose who they work with. Co-founded in 2013 by Vincent Huguet, Malt is a tech company with a human approach that helps companies and freelancers make the perfect match. Malt is a marketplace that embraces a community of over 1 million freelancers and over 90,000 clients, ranging from small and medium-sized enterprises to large corporations. We’re more than just a connector. Our marketplace streamlines freelancer-client communications, simplifies administrative and legal tasks, expedites invoicing and payments, and so much more.
Malt is also committed to creating a safe and inclusive space where every employee can thrive both personally and professionally. We are committed to equality and diversity (50% of people managers are women) and have strong career path policies allowing all Malters to develop and grow equally.
Join us, we need you to help us write this next chapter!
The Mission: 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.
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
- Project Renewals & Extension Management: Track project milestones proactively, anticipating contract end dates weeks in advance to confirm client plans, flag risks early, and coordinate extensions alongside Sales.
- Client Enablement & Self-Service Platform Adoption: Guide hiring managers through targeted platform demos and day-to-day onboarding to ensure seamless navigation of core workflows.
- Operational Excellence & Stakeholder Issue Resolution: 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.
Requirements & The Skills Matrix
Proven Mastery: 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.
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.
The Self-Selection Filter
This role is perfect for you if you thrive in high-ownership, dynamic scale-up environments where you get to build, refine, and champion operational processes from the ground up.
This role is NOT for you if you prefer static, neatly pre-packaged workflows with a rigid playbook already written for every single situation.
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.
Day 90: Take full operational ownership of your account portfolio, supporting hiring managers with targeted demos and driving autonomous AT and PO adoption.
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.
Life on planet Malt
Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris.
Remote work: Hybrid remote policy - 3 days office / 2 days home-office.
Annual leave: 30 days/year. Sabbatical: 1 month paid sabbatical once you've been with Malt for 3 years.
Stock options: Every Malter is entitled to stock options. Private health insurance: Rewarded for healthy living by our UK provider Bupa.
Cycle to work scheme: Save on a bike and equipment. Season ticket loan: Save on public transport. Pension: Malt contributes 5% through Aviva.
Dog friendly office: In the heart of London! Free books: If you’re interested in learning more about any topic relevant to your career, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow.
Ready? Get your ticket to Malt. At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability.
Customer Onboarding & Success Specialist employer: Blablacar
At 360Learning, we pride ourselves on being an exceptional employer that fosters a culture of collaboration and continuous learning. Our London team enjoys flexible working hours, comprehensive health benefits, and a commitment to diversity and inclusion, ensuring every employee feels valued and empowered. With ample opportunities for professional growth and a supportive environment, we are dedicated to helping our employees thrive while making a meaningful impact in the world of collaborative learning.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding & Success Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blablacar. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Blablacar before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding & Success Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Blablacar:Your cover letter is your chance to shine! Tell us why you want to work at Blablacar specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Blablacar!
How to prepare for a job interview at Blablacar
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
