Manager Customer Success (Public Sector)

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 Mindset: Demonstrated ability to spot inefficiencies and drive technical or operational enhancements.

• Business Acumen & Pipeline Management: Solid understanding of commercial impacts, renewals tracking, and revenue drivers.

• CRM Proficiency: Experience using Salesforce or equivalent enterprise CRM platforms.

Soft Skills & Core Competencies:

• Stakeholder Management & Influence: Ability to work effectively with cross-functional leadership (Heads of Sales, Client Ops).

• Communication & Conflict Resolution: Skilled at handling internal/external friction and framing strategic messaging.

• Adaptability & Ambiguity: Ability to thrive and execute in a fast-paced, rapidly evolving environment.

How to join the mission? 🚀

First call with our Talent Acquisition team to better understand your background and aspirations

Interview with Camille, your future manager to delve into your experience and the specifics of the role (45-60 minutes)

Home assignment to complete, which will be evaluated to assess your management logic and analytical skills

Final interview with a C-level executive to discuss Malt’s long-term vision.