The posting
Why we need you
The Manager, Customer Success - Enterprise is responsible for onboarding, enablement and adoption for our high-touch customers, ensuring customers get value quickly and stay on track through to renewal. This role manages a team of Onboarding Managers and Subject Matter Experts, works closely with Account Management, Sales Engineering, Product and Operations, and drives time to value, product adoption, retention and expansion across the high-touch segment.
Success in this role requires strong team leadership, sound judgement in customer situations, commercial awareness, technical curiosity and structured delivery management, a proactive approach to achieving milestones, and consistent delivery aligned with company standards. The role improves how onboarding and adoption engagements are planned, run and measured, contributes insights on customer fit and churn drivers, and ensures smooth collaboration across the customer journey.
What to expect
- Own onboarding, enablement and adoption results for high-touch customers: time to value, product adoption, customer satisfaction, and the contribution to retention and expansion.
- Lead a team of experienced Onboarding Managers and Subject Matter Experts. Set clear direction and expectations, support their growth, remove blockers, and hold the team to high standards.
- Build depth and breadth of expertise in the team, and create growth paths for senior experts, so knowledge is shared and product and domain coverage keeps up with what customers need.
- Own the customer journey from signature through to adoption: implementation and onboarding, customer training and enablement, and ongoing adoption support, together with Account Management.
- Define and keep improving how onboarding and enablement are run, covering how engagements are scoped, what a complete handover from sales looks like, engagement plans, and clear success and completion criteria, and make sure the team works this way consistently.
- Oversee customer training and enablement. Make sure each customer has a training plan that fits their use cases, and that workshops, deep dives and on-site sessions are well scoped, staffed and prepared.
- Plan and manage team capacity against expected demand, including on-site and international delivery and delivery with partners, setting priorities across accounts and being clear about trade-offs when demand is higher than capacity.
- Use product usage and adoption data to spot risks and opportunities early, and act on them with the account team.
- Grow the team's commercial contribution, with Subject Matter Experts working as trusted technical partners on their accounts, finding new use cases and supporting expansion together with Account Management.
- Work across teams with Account Management, Sales Engineering, Customer Enablement, Product and Operations, to give customers a consistent experience and bring customer insight back into the business.
- Report on how the segment is performing, covering onboarding and adoption metrics, account health and customer insight, and keep account information up to date in the customer success platform.
Your profile in short
Required Qualifications (Must Have)
- Minimum 6 years in Customer Success, Onboarding, Customer Enablement or post-sales delivery in a B2B software environment, including 2+ years leading a customer-facing team.
- Proven ownership of commercial outcomes such as retention, adoption or expansion, not only delivery quality or team satisfaction.
- Experience building repeatable onboarding and adoption processes: scoping standards, handover criteria, success criteria and capacity planning.
- Demonstrated ability to lead senior technical experts and manage scope against sales and customer pressure.
- Strong analytical skills; able to work from usage and adoption data rather than anecdote, and to translate it into delivery decisions.
- Familiarity with the investigations, intelligence, cybersecurity or law-enforcement domain: enough understanding of how these customers work to hold a credible conversation with both Subject Matter Experts and customers.
- Enough technical understanding of deployment models and integration complexity to lead the work, scope it and judge effort, without delivering it personally.
- Experience managing enterprise and public-sector customers with complex deployments (on-prem, air-gapped, multi-team rollouts).
- Professional proficiency in English (written and spoken).
Preferred Qualifications (Nice to Have)
- Experience taking over an established team mid-transition and carrying a change programme through.
- Experience turning repeatable expert work into reusable formats, so senior specialists spend their time on what only they can do.
- Experience introducing AI-assisted workflows into a delivery team (content generation, account synthesis, adoption insight).
- Background in OSINT or government-facing software.
- Additional European language (German, Spanish).
About this opening
This is a 12-month fixed-term position covering parental leave, with the possibility of extending the employment beyond the initial term.
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:
- Make an impact: Work in a scale-up environment with the opportunity to take ownership and make a direct, lasting contribution.
- 30 days of paid vacation to relax, recharge, and enjoy life outside of work
- Your wellbeing matters: Access mental health support and 1:1 sessions with certified psychologists through Nilo
- Keep learning: Maltego supports your development, including subsidies for eligible language courses
- Connect beyond the day-to-day: Join company events and celebrations that bring our international community together.
- Collaborate with talented and mission-driven teams across the business.
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
Required documents / information
Ready to help drive the future of digital investigations? Apply now with your resume and a cover letter highlighting your experience!
