Manager Customer Success (Public Sector)

<div><strong style="font-size: 18px;">🪐&nbsp;Discover our galaxy</strong></div> <div>&nbsp;</div> <div><span style="font-size: 12pt;">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:</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt;">- A diverse team of 600 Malters across 6 European countries</span></div> <div><span style="font-size: 12pt;">- A culture that champions equality (50% of our Comex are women) and inclusive growth</span></div> <div><span style="font-size: 12pt;">- Backed by top investors including ISAI, Serena Capital, </span><span style="font-size: 16px;">Eurazeo Growth, </span><span style="font-size: 12pt;">Goldman Sachs, and BPI</span></div> <div><span style="font-size: 12pt;">- A mission to give everyone the freedom to work differently</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt;">Ready to help shape the future of work? Your next chapter starts here! 🪐</span></div> <div>&nbsp;</div> <div><em>At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.</em></div><div><br></div><div><span data-path-to-node="4,0">As our Manager Customer Success, you will play a pivotal role in scaling our operations dedicated to the Public Sector</span><span data-path-to-node="4,1"></span><span data-path-to-node="4,2">. Leading a growing team</span><span data-path-to-node="4,4">, you will drive operational excellence across client onboarding, renewals, and key programs.</span><span data-path-to-node="4,6">&nbsp;Positioned as a trusted partner to Sales and Operations leadership</span><span data-path-to-node="4,7"></span><span data-path-to-node="4,8">, your mission is to combine revenue growth, team development, process optimization, and a high-bar user experience at scale</span><span data-path-to-node="4,9"></span><span data-path-to-node="4,10">.</span></div><br><strong>Key responsibilities ✨</strong><br><div> <li> <p data-path-to-node="7,0,0"><strong data-path-to-node="7,0,0" data-index-in-node="0">Team Leadership &amp; People Management:</strong></p> <ul data-path-to-node="7,0,1"> <li> <p data-path-to-node="7,0,1,0,0" id="p-rc_ecdc3a2bcc7ae131-155"><span data-path-to-node="7,0,1,0,0,0">Hire, onboard, coach, and nurture a high-performing team (permanent employees and freelancers)</span><span data-path-to-node="7,0,1,0,0,1"></span><span data-path-to-node="7,0,1,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,0,1,1,0" id="p-rc_ecdc3a2bcc7ae131-156"><span data-path-to-node="7,0,1,1,0,0">Foster a performance-driven, high-energy environment aligned with a cohesive "One Team" culture</span><span data-path-to-node="7,0,1,1,0,1"></span><span data-path-to-node="7,0,1,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,1,0"><strong data-path-to-node="7,1,0" data-index-in-node="0">Revenue &amp; Performance Management:</strong></p> <ul data-path-to-node="7,1,1"> <li> <p data-path-to-node="7,1,1,0,0" id="p-rc_ecdc3a2bcc7ae131-157"><span data-path-to-node="7,1,1,0,0,0">Secure and drive revenue from project renewals and Malt OPEN opportunities</span><span data-path-to-node="7,1,1,0,0,1"></span><span data-path-to-node="7,1,1,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,1,1,1,0" id="p-rc_ecdc3a2bcc7ae131-158"><span data-path-to-node="7,1,1,1,0,0">Monitor team KPIs, track progress toward ambitious targets, and report key metrics to executive leadership</span><span data-path-to-node="7,1,1,1,0,1"></span><span data-path-to-node="7,1,1,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,2,0"><strong data-path-to-node="7,2,0" data-index-in-node="0">Operational Excellence &amp; Scalability:</strong></p> <ul data-path-to-node="7,2,1"> <li> <p data-path-to-node="7,2,1,0,0" id="p-rc_ecdc3a2bcc7ae131-159"><span data-path-to-node="7,2,1,0,0,0">Tailor team processes and workflows to meet the specific requirements and regulations of public sector clients</span><span data-path-to-node="7,2,1,0,0,1"></span><span data-path-to-node="7,2,1,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,2,1,1,0" id="p-rc_ecdc3a2bcc7ae131-160"><span data-path-to-node="7,2,1,1,0,0">Identify operational bottlenecks and user pain points by establishing structured feedback loops and analyzing performance data</span><span data-path-to-node="7,2,1,1,0,1"></span><span data-path-to-node="7,2,1,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,2,1,2,0" id="p-rc_ecdc3a2bcc7ae131-161"><span data-path-to-node="7,2,1,2,0,0">Lead automation initiatives and product improvements in close alignment with Business Operations, Product, Tech, Data, and IT teams</span><span data-path-to-node="7,2,1,2,0,1"></span><span data-path-to-node="7,2,1,2,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,3,0"><strong data-path-to-node="7,3,0" data-index-in-node="0">Cross-Functional Collaboration &amp; Sales Partnership:</strong></p> <ul data-path-to-node="7,3,1"> <li> <p data-path-to-node="7,3,1,0,0" id="p-rc_ecdc3a2bcc7ae131-162"><span data-path-to-node="7,3,1,0,0,0">Build trusted, strategic relationships with Sales and Client Operations leads to align roadmaps and goals</span><span data-path-to-node="7,3,1,0,0,1"></span><span data-path-to-node="7,3,1,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,3,1,1,0" id="p-rc_ecdc3a2bcc7ae131-163"><span data-path-to-node="7,3,1,1,0,0">Partner with Finance and Commercial teams on RFP responses to ensure seamless operational delivery for new accounts</span><span data-path-to-node="7,3,1,1,0,1"></span><span data-path-to-node="7,3,1,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="7,4,0"><strong data-path-to-node="7,4,0" data-index-in-node="0">Subject Matter Expertise:</strong></p> <ul data-path-to-node="7,4,1"> <li> <p data-path-to-node="7,4,1,0,0" id="p-rc_ecdc3a2bcc7ae131-164"><span data-path-to-node="7,4,1,0,0,0">Serve as the internal SME for Public Sector operationalization (e.g., purchase order management, renewals processes)</span><span data-path-to-node="7,4,1,0,0,1"></span><span data-path-to-node="7,4,1,0,0,2">.</span></p> </li> </ul></li></ul></li></ul></li></ul></li></ul></li></div><br><strong>About you 🧑‍🚀</strong><br><div> <h4 data-path-to-node="10"><strong data-path-to-node="10" data-index-in-node="0">Experience:</strong></h4> <ul data-path-to-node="11"> <li> <p data-path-to-node="11,0,0" id="p-rc_ecdc3a2bcc7ae131-165"><span data-path-to-node="11,0,0,0"><strong data-path-to-node="11,0,0,0" data-index-in-node="0">5 to 8 years</strong> of professional experience</span><span data-path-to-node="11,0,0,1"></span><span data-path-to-node="11,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="11,1,0" id="p-rc_ecdc3a2bcc7ae131-166"><span data-path-to-node="11,1,0,0">Proven track record in <strong data-path-to-node="11,1,0,0" data-index-in-node="23">people management</strong> (managing teams of 3+ people)</span><span data-path-to-node="11,1,0,1"></span><span data-path-to-node="11,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="11,2,0" id="p-rc_ecdc3a2bcc7ae131-167"><span data-path-to-node="11,2,0,0">Strong background in the <strong data-path-to-node="11,2,0,0" data-index-in-node="25">Public Sector</strong> (or solid B2B services/consulting experience with public sector operational delivery)</span><span data-path-to-node="11,2,0,1"></span><span data-path-to-node="11,2,0,2">.</span> </p> </li> <li> <p data-path-to-node="11,3,0" id="p-rc_ecdc3a2bcc7ae131-168"><span data-path-to-node="11,3,0,0">Demonstrated experience in an <strong data-path-to-node="11,3,0,0" data-index-in-node="30">Operations / Customer Success</strong> role</span><span data-path-to-node="11,3,0,1"></span><span data-path-to-node="11,3,0,2"> or a <strong data-path-to-node="11,3,0,2" data-index-in-node="6">Commercial / Sales</strong> team</span><span data-path-to-node="11,3,0,3"></span><span data-path-to-node="11,3,0,4">.</span> </p> </li> <h4 data-path-to-node="12"><strong data-path-to-node="12" data-index-in-node="0">Hard Skills &amp; Technical Expertise:</strong></h4> <ul data-path-to-node="13"> <li> <p data-path-to-node="13,0,0" id="p-rc_ecdc3a2bcc7ae131-169"><span data-path-to-node="13,0,0,0"><strong data-path-to-node="13,0,0,0" data-index-in-node="0">Process Optimization &amp; Scale Mindset:</strong> Demonstrated ability to spot inefficiencies and drive technical or operational enhancements</span><span data-path-to-node="13,0,0,1"></span><span data-path-to-node="13,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="13,1,0" id="p-rc_ecdc3a2bcc7ae131-170"><span data-path-to-node="13,1,0,0"><strong data-path-to-node="13,1,0,0" data-index-in-node="0">Business Acumen &amp; Pipeline Management:</strong> Solid understanding of commercial impacts, renewals tracking, and revenue drivers</span><span data-path-to-node="13,1,0,1"></span><span data-path-to-node="13,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="13,2,0" id="p-rc_ecdc3a2bcc7ae131-171"><span data-path-to-node="13,2,0,0"><strong data-path-to-node="13,2,0,0" data-index-in-node="0">CRM Proficiency:</strong> Experience using <strong data-path-to-node="13,2,0,0" data-index-in-node="34">Salesforce</strong> or equivalent enterprise CRM platforms</span><span data-path-to-node="13,2,0,1"></span><span data-path-to-node="13,2,0,2">.</span> </p> </li> <h4 data-path-to-node="14"><strong data-path-to-node="14" data-index-in-node="0">Soft Skills &amp; Core Competencies:</strong></h4> <ul data-path-to-node="15"> <li> <p data-path-to-node="15,0,0" id="p-rc_ecdc3a2bcc7ae131-172"><span data-path-to-node="15,0,0,0"><strong data-path-to-node="15,0,0,0" data-index-in-node="0">Stakeholder Management &amp; Influence:</strong> Ability to work effectively with cross-functional leadership (Heads of Sales, Client Ops)</span><span data-path-to-node="15,0,0,1"></span><span data-path-to-node="15,0,0,2">.</span> </p> </li> <li> <p data-path-to-node="15,1,0" id="p-rc_ecdc3a2bcc7ae131-173"><span data-path-to-node="15,1,0,0"><strong data-path-to-node="15,1,0,0" data-index-in-node="0">Communication &amp; Conflict Resolution:</strong> Skilled at handling internal/external friction and framing strategic messaging</span><span data-path-to-node="15,1,0,1"></span><span data-path-to-node="15,1,0,2">.</span> </p> </li> <li> <p data-path-to-node="15,2,0" id="p-rc_ecdc3a2bcc7ae131-174"><span data-path-to-node="15,2,0,0"><strong data-path-to-node="15,2,0,0" data-index-in-node="0">Adaptability &amp; Ambiguity:</strong> Ability to thrive and execute in a fast-paced, rapidly evolving environment</span><span data-path-to-node="15,2,0,1"></span><span data-path-to-node="15,2,0,2">.</span></p> </li> </ul></ul></ul></div><br><strong>How to join the mission? 🚀</strong><br><div> <li> <p>First call with our Talent Acquisition team to better understand your background and aspirations&nbsp;</p> </li> <li> <p>Interview with Camille, your future manager to delve into your experience and the specifics of the role (45-60 minutes)</p> </li> <li> <p>Home assignment to complete, which will be evaluated to assess your management logic and analytical skills</p> </li> <li> <p>Final interview with a C-level executive to discuss Malt’s long-term vision.</p> </li> </div><div><strong style="font-size: 18px;">Malt is the perfect space to thrive personally and professionally 💫</strong></div> <div>&nbsp;</div> <div><strong>- Onboarding: </strong>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</div> <div><strong>- Equity: </strong>Every Malter is entitled to stock options&nbsp;</div> <div><strong>- Lunch vouchers (legal benefit)</strong>: €9/day on your Swile card</div> <div><strong>- Transportation (legal benefit):</strong> 50% reimbursement (any type of transport)</div> <div><strong>- Healthcare insurance (legal benefit)</strong>&nbsp;</div> <div><strong>- RTT: </strong>From 8 to 12 days off per year</div> <div><strong>- Sports:</strong> Company participation to a Gymlib (Wellpass) membership</div> <div><strong>- Malt sabbatical: </strong>Every three years, all Malters are entitled to a one month fully paid sabbatical leave</div> <div><strong>- Free books:</strong> 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</div> <div><strong>- Remote work: </strong>Hybrid policy balancing on-site and home office</div> <div><strong>- Team building</strong> events organized every year</div> <div>&nbsp;</div> <div><strong style="font-size: 18px;">Ready? Get your ticket to Malt 🪐&nbsp;</strong></div> <div>&nbsp;</div> <div><span style="font-size: 15px;"><em>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.</em></span></div> <div>&nbsp;</div> <div><span style="font-size: 11pt;"><em>Your profile may be subject to background screening. For more information see our candidate privacy policy.</em></span></div><p>Find <a href="https://www.arbeitnow.fr">Jobs in France</a> on Arbeitnow</a>