Customer Success Public Sector

About Malt

Join the Future of Work! Malt is Europe's leading freelance marketplace, connecting over 900,000 talented freelancers with more than 90,000 companies. Founded in 2013, we are transforming how work gets done through our tech-powered, human-centered platform. What makes us different:

• A diverse team of around 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.

Customer Onboarding & Success Manager – Public Sector (Paris)

You will join Malt as a Customer Onboarding & Success Manager for the Public Sector team in Paris. Reporting to the VP Customer Onboarding and Success, you will act as a key business partner for our Account Managers. Your big‑picture mission is to ensure the smooth delivery of projects throughout their lifecycle by managing critical project processes, driving renewals, and acting as the primary operational point of contact internally and externally.

Key Responsibilities

• Pitch platform benefits and perform product demos to drive user and client independence.
• Anticipate ending projects and provide active support to secure business continuity and renewals.
• Manage manual operational processes such as quotes, billing, and timesheet validation for non-autonomous clients.
• Act as the dedicated go‑to person for incoming client requests, owning the solution delivery and tracking satisfaction (NPS).
• Ensure PO upload/consumption and educate clients on autonomous management for smooth invoicing.
• Apply contract and SLA expertise to master specific client requirements and internal ways of working.
• Identify operational pain points and collaborate with Ops, Product, and Tech teams to automate and scale solutions.

About You

• Strong background in managing complex client relationships, customer experience, and conflict resolution.
• Commercial acumen with a deep understanding of the business impact of renewals, SLAs, and pipeline management.
• Advanced proficiency in tools such as Google Sheets, Notion, Looker, and AI applications.
• Native or professional level of English, with a natural capability to train others and perform platform demonstrations.

How to Join the Mission

• First call with our Talent Acquisition Manager Claudia to better understand your background and aspirations (30‑45 minutes).
• Interview with your future manager to delve into your experience and the specifics of the role (45‑60 minutes).
• Home assignment to complete, which will be evaluated to assess your management logic and analytical skills.
• Final interview with a C‑level executive to discuss Malt’s long‑term vision.

Benefits

• Onboarding: First week spent learning about our culture, products, and services with other new joiners at our Paris office.
• Equity: Every Malter is entitled to stock options.
• Lunch vouchers (legal benefit): €9/day on your Swile card.
• Transportation (legal benefit): 50% reimbursement (any type of transport).
• Healthcare insurance (legal benefit).
• RTT: 8 to 12 days off per year.
• Sports: Company participation to a Gymlib (Wellpass) membership.
• Sabbatical: Every three years, all Malters are entitled to a one‑month fully paid sabbatical leave.
• Free books: If you’re interested in learning more about any topic relevant to Malt’s business, we’ll order them for you—without any questions asked or approval processes to follow.
• Remote work: Hybrid policy balancing on‑site and home office.
• Team building events organized every year.

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 believe people hire people. While we use AI to help our team manage the high volume of applications we receive, it never replaces our personal touch. Think of AI as our administrative assistant—it helps us stay organized, but all final decisions are made by our Talent Acquisition team members who look for the unique value you bring.