At a Glance
- Tasks: Manage customer success for UK enterprise accounts and ensure smooth project renewals.
- Company: Join Malt, Europe's leading freelance marketplace with a diverse and inclusive culture.
- Benefits: Enjoy hybrid work, 30 days annual leave, stock options, and health insurance.
- Other info: Opportunity for personal growth and professional development in a fast-paced tech scale-up.
- Why this job: Shape the future of work while building strong client relationships in a dynamic environment.
- Qualifications: 3+ years in customer success or account management, with strong communication skills.
The predicted salary is between 33075 - 40425 £ per year.
London Operations – Customer Onboarding and Success / UK Permanent employee / Hybrid
Discover our galaxy Join the Future of Work! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform.
What makes us different:
- 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
Ready to help shape the future of work? Your next chapter starts here!
At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.
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:
- 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. - 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. - 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.
Life on planet Malt is the perfect space to thrive personally and professionally.
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. Our mission is to create a work environment where everyone feels valued, respected, and safe to thrive.
Your profile may be subject to background screening. For more information see our candidate privacy policy.
We may use artificial intelligence tools to support parts of the hiring process, such as taking meeting notes. These tools assist our recruitment team but do not replace human judgment. If you do not want us to use AI, please send your resume at [email protected].
Customer Onboarding & Success Specialist employer: Malt
Malt is an exceptional employer that fosters a vibrant and inclusive work culture, where equality is championed and personal growth is prioritised. With unique benefits such as stock options, fully paid sabbaticals every three years, and a commitment to continuous learning through free books, employees are empowered to thrive both personally and professionally. Located in Paris, the heart of innovation, Malt offers a dynamic environment for those looking to shape the future of work while collaborating with a diverse team across Europe.
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 Malt. 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 Malt 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 Malt:Your cover letter is your chance to shine! Tell us why you want to work at Malt 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 Malt!
How to prepare for a job interview at Malt
✨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.
