Hybrid Customer Success Specialist

at Malt

• Job title: Customer Success Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Paris, France

About the role

• Customer Success Specialist ensuring seamless client operations at Europe’s leading freelance marketplace connecting freelancers and companies. Transforming work processes through a tech-powered platform.

Responsibilities

• Manage client operations: Handle quote and timesheet validation for non-autonomous clients and ensure PO upload and consumption to enable smooth invoicing.
• Drive project renewals: Anticipate expiring projects and provide support to secure renewals and ensure business continuity.
• Act as the primary contact: Serve as the main point of contact for incoming client requests, resolving issues or escalating them to the appropriate internal stakeholders (e.g., Financing).
• Master contractual compliance: Be the expert on client contracts (SLAs, penalties) and internal procedures (e.g., PO processes) to ensure correct application of terms.
• Empower client autonomy: Present the benefits of the platform and conduct demos to train clients to manage their operations independently.
• Partner with Account Managers: Build strong collaboration with AMs and act as a Subject Matter Expert (SME) on renewals and PO management to support service delivery.
• Scale processes: Identify operational pain points and collaborate with Business Operations and Product teams to deploy automated solutions.

Requirements

• Experience: Background in Customer Experience Management, Operations, or Account Management with strong business acumen.
• Tech Stack: Proficient with Advanced Google Sheets and Notion. Knowledge of Looker and AI tools is required.
• Soft Skills: Excellent communication skills, conflict resolution abilities, and comfort managing stakeholders.
• Operational Mindset: Familiarity with billing/invoicing basics, contract management, and a passion for process optimization.
• Languages: Native-level English proficiency.

Benefits

• Equity: Every Malter is entitled to stock options.
• Lunch vouchers (legal benefit): €9/day loaded on your Swile card.
• Transportation (legal benefit): 50% reimbursement for transport costs (any type of transport).
• Healthcare insurance (legal benefit).
• RTT: Between 8 and 12 extra days off per year.
• Sports: Company contribution to a Gymlib (Wellpass) membership.
• Malt sabbatical: Every three years, all Malters are entitled to a one-month fully paid sabbatical leave.
• Free books: Tell us which books you’d like to read on topics relevant to Malt’s business and we’ll order them for you—no questions or approval processes required.
• Remote work: Hybrid policy balancing on-site and remote work.
• Team building events organized every year.