# Customer Onboarding & Success Specialist at Malt

Malt is hiring a Customer Onboarding & Success Specialist in Berlin, Germany. Level rates it Little AI ●○○○; you can [apply on Malt](https://jobsbylevel.com/go/1662f147-7f18-4a86-bf93-1c911b1bd1ab?utm_medium=ai-agent).

AI Level 1, AI centrality 31 out of 100. Berlin.

## Details

- Company: [Malt](https://jobsbylevel.com/companies/malt)
- AI level: AI Level 1 (score 31 out of 100)
- Location: Berlin
- Posted: November 5, 2026
- Apply: https://jobsbylevel.com/go/1662f147-7f18-4a86-bf93-1c911b1bd1ab?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-onboarding-success-specialist-at-malt-97e0dc

## 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. The Mission The Situation: Malt is leading the "New Way of Work" as Europe's premier B2B freelance marketplace, an elite French Next40 tech scale-up that has grown to over 600 employees across Europe and powers a community of over 1 million registered freelancers. Entering an accelerated growth phase backed by our executive commercial leadership since early 2026, our DACH presence - anchored by our vibrant hubs in Berlin & Munich - represents a pivotal, high-growth region. As enterprise organizations, Mittelstand leaders, and high-growth innovators across Germany, Austria, and Switzerland rapidly adopt flexible talent models on our platform, our operational infrastructure must scale with agility and precision: we need structured operational excellence, proactive client enablement, and robust retention mechanisms to turn active client engagements into enduring, long-term partnerships. The Task: Take complete ownership of the project lifecycle and day-to-day Customer Success operations across an assigned portfolio of DACH enterprise and mid-market accounts. Working hand-in-hand with hiring managers, enterprise procurement leads, internal Account Managers, and top-tier freelancers, you will keep critical projects running seamlessly—from onboarding and quote approvals to purchase orders, timesheet validations, and project renewals. In doing so, you will champion self-service platform adoption, flag upstream commercial risks, and build a predictable renewal engine that directly expands Gross Services Volume (GSV) across the region, while mastering dual-sided marketplace dynamics. Key Responsibilities 1. Project Renewals & Extension Management Action: Track project milestones and delivery timelines proactively, anticipating contract end dates weeks in advance to confirm client roadmaps, flag scope or churn risks early, and coordinate contract extensions alongside Sales. Output: A structured, predictable renewal pipeline with contract extensions locked in ahead of schedule, safeguarding project continuity and maximizing account lifetime value. Metrics: % of business renewed, Revenue Signed via renewals, and renewal pipeline lead-time velocity. 2. Operational Excellence & High-Stakes Issue Resolution Action: Act as the dedicated go-to operational owner for incoming client inquiries, orchestrating swift resolutions across Sales, Legal, Operations, and Product while maintaining end-to-end accountability. Output: Standardized operational escalation cadences, transparent communication channels, and rigorous compliance with client-specific Service Level Agreements (SLAs) and procurement guidelines. Metrics: Client Satisfaction (NPS / CSAT), First-Response Time (FRT), and SLA resolution compliance. 3. Business Partnership & Scalable Process Optimization Action: Partner as the dedicated operational co-pilot to DACH Account Managers while serving as an internal Subject Matter Expert. Output: Repeatable operational playbooks and actionable feedback loops delivered to Product and Tech teams to systematically automate manual tasks and eliminate delivery bottlenecks. Metrics: Client autonomy rate, adoption of self-service tools, and reduction in administrative requests requiring COS

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-onboarding-success-specialist-at-malt-97e0dc

Source: https://jobsbylevel.com/jobs/customer-onboarding-success-specialist-at-malt-97e0dc

## Cite this page

Level. https://jobsbylevel.com/jobs/customer-onboarding-success-specialist-at-malt-97e0dc.

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