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About the Role
Malt is seeking a Customer Success professional to manage a portfolio of UK enterprise accounts. This role involves ensuring client satisfaction, driving platform adoption, and managing contract renewals to support the company's growth phase in the UK market.
Responsibilities
- Track project milestones proactively to anticipate contract end dates and coordinate extensions with Sales.
- Guide hiring managers through platform demos and onboarding to ensure seamless navigation of core workflows.
- Serve as the dedicated point of contact for client requests, orchestrating resolutions across internal teams.
- Maintain end-to-end accountability for client issue resolution.
- Implement standardized resolution workflows and continuous process enhancements.
Requirements
- 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.
- Experience steering contract renewal tracking and pipeline accuracy.
- Experience partnering with diverse stakeholders including operational leads, hiring managers, procurement partners, and freelancers.
- Proven ability to refine ad-hoc procedures into repeatable, scalable operational playbooks.
- Native or bilingual (C2) fluency in English.
- Additional European languages are a plus.
Skills
- Marketplace dynamics
- Contract lifecycle operations
- Data-driven portfolio management
- Looker
- Advanced Google Sheets
- Notion
- AI productivity tools
- Multi-stakeholder enterprise coordination
- Pipeline forecasting
- Client-centric operational playbooks
Location
- London
Work Type
- Hybrid remote policy - 3 days office / 2 days home-office
Experience Level
- 3+ years
Benefits
- Onboarding in Paris
- 30 days annual leave
- 1 month paid sabbatical after 3 years
- Stock options
- Private health insurance
- Cycle to work scheme
- Season ticket loan
- Pension contributions
- Dog friendly office
- Free books for career development
About the Company
- Malt is Europe's leading freelance marketplace, connecting freelancers with companies.
- Founded in 2013, Malt is transforming how work gets done through a tech-powered, human-centered platform.
- A diverse team of 600 Malters across 6 European countries.
- Culture champions equality and inclusive growth.
- Backed by top investors.
- Mission to give everyone the freedom to work differently.
Equal Opportunity
- Malt is committed to fostering an inclusive and diverse workplace.
- Recruits based on skills, experience, and potential, without discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability.
- Aims to create a work environment where everyone feels valued, respected, and safe to thrive.