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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer success relationships and driving client platform adoption while maintaining operational accountability for enterprise accounts. Proficient in tracking contract renewals and refining operational processes to enhance client satisfaction and retention.
Highest-signal resume keywords
Customer Success ManagementContract Renewal TrackingOperational Playbook DevelopmentClient Relationship ManagementFluency in English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client-Facing ExperienceAccount ManagementPipeline ForecastingProject Milestone TrackingIssue Resolution
Soft Skills
Stakeholder CoordinationProblem-SolvingAdaptabilityCommunication
Tools & Technologies
LookerGoogle SheetsNotionAI Productivity Tools
Industry Keywords
SaaSB2B MarketplaceHigh-Growth EnvironmentEnterprise Accounts
About the role
Key responsibilities & impact- Own the day-to-day Customer Success relationship for approximately 24 UK enterprise accounts
- Work with hiring managers, procurement teams, and freelancers to keep projects on track from onboarding and quote approval through purchase orders, timesheets, and renewals
- Track project milestones and contract end dates proactively
- Confirm client plans, flag risks, and coordinate project extensions with Sales
- Guide hiring managers through platform demos and onboarding
- Drive client self-service platform adoption, including Activity Title validations and Purchase Order submissions
- Serve as the dedicated contact for client requests
- Coordinate issue resolution across Sales, Legal, and Product
- Maintain end-to-end accountability for UK account operations
- Improve operational processes and create scalable playbooks
- Maintain accurate renewal forecasts
- Support client retention, platform adoption, renewal revenue, client satisfaction, and Gross Services Volume growth
- Complete onboarding at the Malt office in Paris during the first week
- Build partnerships with UK Sales and operations teams and share best practices internationally
Requirements
What you’ll need- 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
- Experience tracking contract renewals and maintaining pipeline accuracy
- Experience partnering with operational leads, hiring managers, procurement partners, and freelancers
- Ability to refine ad-hoc procedures into repeatable, scalable operational playbooks
- Native or bilingual (C2) fluency in English
- Additional European languages are a welcome plus
- Experience or ability to use Looker, advanced Google Sheets, Notion, and emerging AI productivity tools
- Ability to manage multi-stakeholder enterprise coordination and pipeline forecasting
- Ability to work in a high-ownership, dynamic scale-up environment
- Background screening may apply
Benefits
Comp & perks- 30 days annual leave/year
- 1 month paid sabbatical after 3 years with Malt
- Stock options for every Malter
- Private health insurance through Bupa
- Cycle to work scheme
- Season ticket loan for public transport
- Malt contributes 5% pension through Aviva
- Dog-friendly office
- Free books relevant to your career
- Hybrid remote policy with 2 days home-office