Customer Onboarding & Success Specialist (B2B Marketplace)

Location: Berlin or Munich, Germany; hybrid schedule with 3 days in the office and 2 days working from home. The first week of onboarding takes place at the Paris office.

Company

hirify.global is a European B2B freelance marketplace connecting more than 1,000,000 freelancers with over 100,000 companies through a tech-powered platform.

What you will do

• Own day-to-day Customer Success operations and the full project lifecycle for an assigned DACH enterprise and mid-market portfolio.
• Track milestones, delivery timelines, contract end dates, renewal pipelines, extensions, and account-retention risks.
• Coordinate operational issue resolution across Sales, Legal, Operations, Product, hiring managers, procurement leads, and freelancers while meeting client SLAs.
• Partner with Account Managers to create repeatable operational playbooks, feedback loops, and process improvements.
• Deliver platform walkthroughs, demos, and guided onboarding to improve self-service adoption, Activity Title validations, and Purchase Order submissions.
• Monitor renewal rates, Gross Services Volume, client satisfaction, response times, and operational automation metrics.

Requirements

• 3+ years of client-facing experience in Customer Success, Account Management, or Client Operations within a B2B marketplace, tech scale-up, or high-growth SaaS environment.
• Experience managing proactive project renewals and account-retention cadences, with commercial acumen to protect revenue and identify extension opportunities.
• Comfort partnering with enterprise stakeholders, including hiring managers, operational leads, procurement officers, and independent freelancers.
• Ability to turn ambiguous or ad-hoc procedures into repeatable, scalable workflows using tools such as Google Workspace, Notion, Looker, or AI productivity utilities.
• Native or bilingual German fluency at C1/C2 level and professional business English required.
• Ability to work with dual-sided marketplace dynamics, enterprise contract lifecycles, procurement processes, SLA enforcement, and Master Service Agreement governance.
• Ability to develop data-driven renewal forecasts and operational analytics using Looker, advanced Google Sheets modeling, and AI automation tools.
• Strong ownership, resilience, collaborative communication, diplomatic composure, and comfort working in a dynamic scale-up environment.

Culture & Benefits

• Hybrid work policy: 3 office days and 2 home-office days per week.
• 30 days of annual leave and a one-month paid sabbatical after three years with hirify.global.
• Stock options for every employee, lunch vouchers of €6.50 per day for 15 days per month, and a choice of transport reimbursement, gym membership, organic food voucher, or Rydes Mobility App.
• Dog-friendly offices in Berlin and Munich, free books relevant to hirify.global’s business, and a structured first-week onboarding program in Paris.
• Inclusive workplace focused on equality, collaboration, transparency, and professional growth.

Hiring process

• 45-minute first call covering experience, skills, motivation, and salary expectations.
• 60-minute strategic deep dive with the future manager, followed by a 60-minute business case and technical assessment.
• 30-minute COO interview and reference checks with two former colleagues.