Customer Onboarding & Success Specialist

Role Overview

Join Malt, Europe’s leading freelance marketplace, as a Customer Onboarding & Success Specialist. You’ll work with hiring managers, procurement teams, and freelancers to keep projects on track, from onboarding and quote approval through purchase orders and renewals. You’ll own the day-to-day Customer Success relationship for a portfolio of around 24 UK enterprise accounts.

What You Will Do

Track project milestones proactively, anticipate contract end dates, confirm client plans, flag risks early, and coordinate extensions with Sales. Guide hiring managers through targeted platform demos and day-to-day onboarding to ensure seamless navigation of core workflows. Serve as the dedicated go-to person for incoming client requests, orchestrating swift resolutions across Sales, Legal, and Product.

Why It Might Be a Fit

Thrive in high-ownership, dynamic scale-up environments where you get to build, refine, and champion operational processes from the ground up. Bring genuine curiosity, collaborative team spirit, and high emotional resilience to complex, multi-stakeholder problem solving.

Requirements

• 3+ years of client-facing experience in Customer Success, Account Management, or client operations within a fast-paced SaaS, tech scale-up, or high-growth B2B marketplace environment.
• Proven mastery of contract renewal tracking and pipeline accuracy, safeguarding account retention and identifying organic extension opportunities.
• Ability to partner comfortably with diverse stakeholders—from operational leads and hiring managers to procurement partners and freelancers—to eliminate project friction.
• Ability to communicate with native or bilingual (C2) fluency in English, combining professional polish with authentic, collaborative enthusiasm (additional European languages are a welcome plus).

Benefits

• 30 days/year annual leave
• 1 month paid sabbatical once you’ve been with Malt for 3 years
• Stock options
• Private health insurance
• Cycle to work scheme
• Season ticket loan
• Pension (Malt contributes 5% through Aviva)
• Dog friendly office
• Free books