Customer Onboarding and Success Specialist

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 are transforming how work gets done through a tech-powered, human-centered platform.

• A diverse team of 600 Malters across 6 European countries
• A culture that champions equality 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

Explore Your Future Career

As a Customer Onboarding & Success Specialist , your mission is to ensure the smooth delivery of projects throughout their lifecycle. You will be responsible for managing critical project processes, driving project renewals, and serving as the primary point of contact externally for clients and internally regarding clients' operations.

Key Responsibilities

• Manage client operations: Handle quote and timesheet validation for non-autonomous clients and ensure PO upload and consumption to allow smooth invoicing.
• Drive project renewals: Accountable for anticipating ending projects and providing support to secure renewals and business continuity.
• Act as the primary contact: Serve as the go-to person for incoming client requests, resolving issues or escalating to the appropriate internal stakeholders.
• Master contractual compliance: Be the expert on client contracts (SLAs, penalties) and internal ways of working to ensure the right application of terms.
• Empower client autonomy: Pitch the benefits of the platform and conduct demos to educate clients on managing their operations independently.
• Partner with Account Managers: Build strong collaboration with AMs and act as a Subject Matter Expert on renewals and PO management to support business delivery.
• Scale processes: Identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.

About you

• Experience: Background in Customer Experience Management, Operations, or Account Management with strong business acumen.
• Tech Stack: Proficient with Advanced GSheet and Notion; knowledge of Looker and AI tools required.
• Soft Skills: Excellent communication skills, conflict resolution techniques, and comfort managing stakeholders.
• Operational Mindset: Knowledge of billing/invoicing basics, contract management, and passion for process optimization.
• Languages: Native proficiency in Spanish and English.

How to join the mission

• First call with Natalia, Talent Acquisition Lead – 45 minutes to discuss background and aspirations.
• Interview with future manager Inah – 45 minutes to delve into experience and role specifics.
• Business case – assessed with Ludivine Tabart–Combrisson and Inah on technical skills in account development.
• Final interview – with VP level to discuss long-term vision and fit.

Life on planet Malt is the perfect space to thrive personally and professionally

• Onboarding – First week learning culture, products, and services with onboardees at Paris office.
• Remote work – Hybrid policy: 3 days office, 2 days home office.
• Annual leave – 30 days per year.
• Sabbatical – One month paid after 3 years with Malt.
• Stock options – Every Malter is entitled to stock options.
• Private health insurance – Rewarded for healthy living.
• Free books – Order books related to your career without approval processes.

Ready? Get your ticket to Malt

We are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. We create a work environment where everyone feels valued, respected, and safe to thrive.

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