At a Glance
- Tasks: Manage customer relationships and ensure successful onboarding for enterprise accounts.
- Company: Join Malt, Europe's leading freelance marketplace with a diverse and inclusive culture.
- Benefits: Enjoy hybrid remote work, 30 days annual leave, stock options, and health insurance.
- Other info: Opportunity for personal growth and professional development in a fast-paced scale-up.
- Why this job: Shape the future of work while supporting freelancers and businesses in a dynamic environment.
- Qualifications: 3+ years in Customer Success or Account Management, fluent in English.
The predicted salary is between 29700 - 36300 £ per year.
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
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.
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.
Customer Onboarding & Success Specialist in London employer: Ultimate VC List
Malt is an exceptional employer that prioritises a high-performing and collaborative work culture, particularly for the Senior Engineering Manager role in London. With a strong focus on employee growth, you will benefit from a hybrid remote policy, generous annual leave, and unique perks like a paid sabbatical and stock options, all while contributing to a mission-driven environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding & Success Specialist in London
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how Ultimate VC List might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace Customer Onboarding & Success Specialist in London
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at Ultimate VC List know if you can meet their needs without any hiccups!
Tailor Your Application to Ultimate VC List:Every company has its vibe and customer approach. Research Ultimate VC List's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at Ultimate VC List
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at Ultimate VC List.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
