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

Why we need you

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

• 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).

• 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

• 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

Location

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