Manager Customer Success (Public Sector)

Malt · Paris

  • Senior
  • Full-time
  • Posted 2026-09-14
  • Confirmed live on 25 September 2026

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Job description

🪐 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 ✨
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Team Leadership & People Management:

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Hire, onboard, coach, and nurture a high-performing team (permanent employees and freelancers).

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Foster a performance-driven, high-energy environment aligned with a cohesive "One Team" culture.

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Revenue & Performance Management:

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Secure and drive revenue from project renewals and Malt OPEN opportunities.

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Monitor team KPIs, track progress toward ambitious targets, and report key metrics to executive leadership.

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Operational Excellence & Scalability:

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Tailor team processes and workflows to meet the specific requirements and regulations of public sector clients.

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Identify operational bottlenecks and user pain points by establishing structured feedback loops and analyzing performance data.

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Lead automation initiatives and product improvements in close alignment with Business Operations, Product, Tech, Data, and IT teams.

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Cross-Functional Collaboration & Sales Partnership:

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Build trusted, strategic relationships with Sales and Client Operations leads to align roadmaps and goals.

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Partner with Finance and Commercial teams on RFP responses to ensure seamless operational delivery for new accounts.

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Subject Matter Expertise:

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

About you 🧑‍🚀
Experience:

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5 to 8 years of professional experience.

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Proven track record in people management (managing teams of 3+ people).

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Strong background in the Public Sector (or solid B2B services/consulting experience with public sector operational delivery).

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Demonstrated experience in an Operations / Customer Success role or a Commercial / Sales team.

Hard Skills & Technical Expertise:

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Process Optimization & Scale Mindset: Demonstrated ability to spot inefficiencies and drive technical or operational enhancements.

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Business Acumen & Pipeline Management: Solid understanding of commercial impacts, renewals tracking, and revenue drivers.

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CRM Proficiency: Experience using Salesforce or equivalent enterprise CRM platforms.

Soft Skills & Core Competencies:

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Stakeholder Management & Influence: Ability to work effectively with cross-functional leadership (Heads of Sales, Client Ops).

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Communication & Conflict Resolution: Skilled at handling internal/external friction and framing strategic messaging.

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Adaptability & Ambiguity: Ability to thrive and execute in a fast-paced, rapidly evolving environment.

How to join the mission? 🚀
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First call with our Talent Acquisition team to better understand your background and aspirations

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Interview with Camille, your future manager to delve into your experience and the specifics of the role (45-60 minutes)

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Home assignment to complete, which will be evaluated to assess your management logic and analytical skills

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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 t

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