Manager Customer Success (Public Sector)

• 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).

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.

• 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.