Customer Onboarding & 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’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.

• Situation: Malt is leading the "New Way of Work" as Europe’s premier B2B freelance marketplace, an elite French Next
  40 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 ’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.

1. 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.

2. 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 (Use the "Apply for this Job" box below). and Purchase Order (PO) submissions, and platform onboarding completion time.

3. 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.

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