Manager Customer Success (Public Sector)

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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 Mi