Manager Customer Success

Who you are

• 5 to 8 years of professional experience
• Proven track record in people management (managing teams of 3+ people)
• Strong background in the Public Sector (or solid B2B services/consulting experience with public sector operational delivery)
• Demonstrated experience in an Operations / Customer Success role or a Commercial / Sales team
• Process Optimization & Scale Mindset: Demonstrated ability to spot inefficiencies and drive technical or operational enhancements
• Business Acumen & Pipeline Management: Solid understanding of commercial impacts, renewals tracking, and revenue drivers
• CRM Proficiency: Experience using Salesforce or equivalent enterprise CRM platforms
• Stakeholder Management & Influence: Ability to work effectively with cross-functional leadership (Heads of Sales, Client Ops)
• Communication & Conflict Resolution: Skilled at handling internal/external friction and framing strategic messaging
• Adaptability & Ambiguity: Ability to thrive and execute in a fast-paced, rapidly evolving environment

What the job involves

• As our Manager Customer Success, you will play a pivotal role in scaling our operations dedicated to the Public Sector
• Leading a growing team, you will drive operational excellence across client onboarding, renewals, and key programs
• Positioned as a trusted partner to Sales and Operations leadership, your mission is to combine revenue growth, team development, process optimization, and a high-bar user experience at scale
• Hire, onboard, coach, and nurture a high-performing team (permanent employees and freelancers)
• Foster a performance-driven, high-energy environment aligned with a cohesive "One Team" culture
• Secure and drive revenue from project renewals and Malt OPEN opportunities
• Monitor team KPIs, track progress toward ambitious targets, and report key metrics to executive leadership
• Tailor team processes and workflows to meet the specific requirements and regulations of public sector clients
• Identify operational bottlenecks and user pain points by establishing structured feedback loops and analyzing performance data
• Lead automation initiatives and product improvements in close alignment with Business Operations, Product, Tech, Data, and IT teams
• Build trusted, strategic relationships with Sales and Client Operations leads to align roadmaps and goals
• Partner with Finance and Commercial teams on RFP responses to ensure seamless operational delivery for new accounts
• Serve as the internal SME for Public Sector operationalization (e.g., purchase order management, renewals processes)

The application process

• First call with our Talent Acquisition team to better understand your background and aspirations
• Interview with Camille, 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: 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
• Equity: Every Malter is entitled to stock options
• Lunch vouchers: €9/day on your Swile card
• Transportation: 50% reimbursement (any type of transport)
• RTT: From 8 to 12 days off
• Malt sabbatical: After three years, every Malter is entitled to a one month paid sabbatical leave
• Free books: If you’re interested in learning more about any topic relevant to Malt’s business, 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
• Work from home for up to 2 days a week
• Annual team building events