Manager Customer Success (Public Sector)

🪐 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.
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.

Key responsibilities ✨

• Team Leadership & People Management:

  • 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.

  • Revenue & Performance Management:

    • 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.

    • Operational Excellence & Scalability:

      • 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.

      • Cross-Functional Collaboration & Sales Partnership:

        • 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.

        • Subject Matter Expertise:

          • Serve as the internal SME for Public Sector operationalization (e.g., purchase order management, renewals processes).

About you 🧑‍🚀

Experience:

• 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.

Hard Skills & Technical Expertise:

• 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.

Soft Skills & Core Competencies:

• 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.

How to join the mission? 🚀

• 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.

Malt is the perfect space to thrive personally and professionally 💫 - Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other new joiners at our office in Paris - 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: From 8 to 12 days off per year - Sports: Company participation to a Gymlib (Wellpass) membership - Malt 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, 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 - Remote work: Hybrid policy balancing on-site and home office - Team building events organized every year Ready? Get your ticket to Malt 🪐 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.