Senior Scaled Customer Success Manager (m/w/d)

Maltego Technologies; München; Hybride; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Maltego Technologies is seeking a Senior Scaled Customer Success Manager to design and lead scalable customer enablement programmes that enhance adoption and value realization across hundreds of customers. This role sits at the intersection of enablement, programme management, education, and product adoption.

You'll build repeatable experiences—webinars, cohorts, workshops, and self-service content—while leveraging AI and automation to improve efficiency and outcomes.

Qualifications

• 5+ years in Customer Success or related roles.
• Experience designing scalable customer programmes (webinars, cohorts, workshops, office hours) in SaaS/tech.
• Strong presentation, facilitation, written communication, and content development skills.
• Ability to manage multiple projects and stakeholders in a fast-paced environment.
• Strong analytics translating insights into adoption strategies.
• Proven ability to build cross-functional relationships.
• Professional proficiency in English.

Responsabilités

• Own the scaled enablement motion, designing live, repeatable programmes that drive product adoption, engagement, and value realisation.
• Build and maintain a cohort and enablement roadmap aligned with customer needs and business objectives.
• Develop and optimise repeatable scaled customer journeys for onboarding, adoption, and expansion.
• Plan and deliver webinars, workshops, cohorts, office hours, and other one-to-many learning experiences.
• Create and maintain enablement content including training materials, guides, playbooks, and videos.
• Leverage AI and automation to improve programme design and efficiency.
• Analyse customer engagement data to identify trends and intervention strategies.
• Measure and improve programme effectiveness using feedback and usage insights.
• Collaborate with Account Managers, Product Management, Marketing, and Operations.
• Define scalable operating models and best practices for growing enablement programmes.

Connaissances

Customer Success

Program Management

SaaS

Training & Enablement

English Proficiency

Outils

Planhat

Gainsight

Description du poste

Why we need you

Maltego helps organisations uncover complex relationships and connections across people, organisations, infrastructure, and digital assets. Our platform is used by investigators, security professionals, law enforcement agencies, and enterprises worldwide to accelerate investigations and make better decisions with connected data.

As we continue to grow, we're expanding our Customer Enablement team to help more customers achieve value at scale.

We're looking for a Senior Scaled Customer Success Manager to design and lead scalable customer enablement programmes that help customers successfully adopt and expand their use of Maltego products. This role sits at the intersection of customer enablement, programme management, customer education, and product adoption.

You'll create repeatable experiences that enable hundreds of customers to learn, adopt, and realise value through webinars, cohort programmes, workshops, office hours, self-service content, and usage-driven interventions.

Rather than working with a small portfolio of strategic accounts one-to-one, your focus will be on creating programmes and systems that deliver meaningful outcomes across an entire customer segment. You'll play a key role in shaping how Maltego scales customer success and adoption as we continue to grow.

What to expect

• Own the scaled enablement motion, designing live, repeatable programmes that drive product adoption, engagement, and value realisation.
• Build and maintain a cohort and enablement roadmap aligned with customer needs, product priorities, and business objectives.
• Develop and optimise repeatable scaled customer journeys that support onboarding, adoption, expansion, and re-engagement at scale.
• Plan and deliver webinars, workshops, cohort-based training programmes, office hours, and other one-to-many customer learning experiences.
• Create and maintain high-quality enablement content, including training materials, guides, playbooks, videos, and knowledge base resources.
• Leverage AI and automation tools to improve programme design, content creation, customer insight generation, and operational efficiency across scaled enablement initiatives.
• Analyse customer engagement and product adoption data, using AI-assisted insights where appropriate, to identify trends, opportunities, and targeted intervention strategies.
• Measure and improve programme effectiveness using customer feedback, usage insights, and business performance metrics.
• Partner closely with Account Managers, Customer Enablement SMEs, Product Management, Marketing, and Operations teams to deliver a seamless customer experience.
• Define and evolve scalable operating models, processes, and best practices that enable customer success programmes to grow efficiently with the business.

Your profile in short

Required Qualifications (Must Have)

• Minimum 5 years' experience in Customer Success, Customer Enablement, Customer Education, Customer-facing Programme Management, Product Adoption, Training, or a similar customer-facing SaaS role.
• Experience designing, delivering, and improving scalable customer programmes, including webinars, cohorts, workshops, office hours, or other one-to-many formats in a SaaS or technology environment.
• Strong presentation, facilitation, written communication, and content development skills.
• Demonstrated ability to manage multiple projects and stakeholders in a fast-paced, evolving environment.
• Strong analytical skills with the ability to translate customer insights and usage data into actionable adoption strategies.
• Proven ability to build trusted relationships and collaborate effectively across cross-functional teams.
• Professional proficiency in English (written and spoken).

Preferred Qualifications (Nice to Have)

• Experience with customer success, customer education, learning management, or community platforms.
• Experience using customer success platforms such as Planhat, Gainsight, or similar tools.
• Familiarity with product adoption analytics, customer engagement metrics, and data-driven programme optimisation.
• Experience in cybersecurity, investigations, intelligence, OSINT, SaaS, or B2B software environments.
• Experience creating self-service learning content, structured learning paths, or customer training curricula

Why you will love Maltego

Maltego is a scale-up company. We provide you the benefits and security of larger corporations coupled with the dynamic and fast-paced work environment and flat hierarchies of a start-up. We are proud to have a large global community that loves our product because it helps to solve the investigations that are most important.

Here are some of the reasons why you will love Maltego:

• Help shape a newly evolving customer enablement function
• Work with unique technology used by investigators and analysts around the world
• Build programmes that influence customer outcomes at scale
• Collaborate with passionate and highly skilled colleagues across the business
• Have a direct impact on customer adoption, retention, and growth

At Maltego, we are committed to supporting diversity and inclusion in our organization. We are an equal opportunity employer. We welcome applications from all individuals regardless of race, religion, color, nationality, gender, sexual orientation, age, or disability.

Location

Based in our Munich office, with a flexible hybrid working model requiring a minimum of 3 days per week in the office