Customer Success Manager

Customer Success Manager 🧡 Coverflex Work changed. Pay didn’t. Coverflex exists to make compensation work for everyone. Pay is still rigid, fragmented, and hard to feel. We turn compensation into choice — one platform, one card, one app — for benefits, meal allowance, insurance and more. Our platform is simple for HR and meaningful for employees. We provide choice, smarter compensation tools and empowerment. ⚙️ TL;DR (The Essentials) Role: Customer Success Manager Seniority Level: Intermediate Type: Individual Contributor Languages: English (main) / Portuguese (fluent) Main Tools: Vitally, HubSpot, Notion, Slack Location: Remote (Portugal) Contract Type: Permanent Compensation: Base Salary: €33,000 - €40,000 Bonus / Commissions: OTE 80/20 Equity: Yes – Stock Options under our Equity Incentive Plan Benefits: you can check them below (at the end of the page) 💥 Your Impact You’ll manage a defined portfolio of customers and ensure they stay, grow, and succeed with Coverflex. Your mission is to move accounts from reactive support to structured, proactive Customer Success, driving retention, product adoption, and expansion. You’ll know you’re successful when, after 90 days, you’ve: Stabilized your portfolio and reduced reactive escalations Improved onboarding speed and product adoption Built strong relationships with key stakeholders Identified and progressed expansion opportunities How we’ll measure success: Main KPI 1: Net Revenue Retention (NRR) Main KPI 2: Onboarding time & product adoption Main KPI 3: ARR growth through cross-sell ⚡ Reality Check – What Makes This Role Hard This is not a “high-touch, low-volume” CSM role. Here’s what makes it challenging: You’ll manage a high number of accounts , and you’ll need to decide where your time creates the most impact. You’ll constantly balance automation vs human intervention. You’ll own both retention and expansion , which requires different mindsets. You’ll need to resist the temptation to solve everything manually. This role rewards structure, prioritisation, and strategic thinking, not just relationship warmth. 👤 You Must-haves 3+ years of B2B SaaS Customer Success experience Comfortable managing high-volume portfolios with clear prioritisation Strong execution mindset: you ship, follow up, and close loops Comfortable working with data, processes, and metrics Strong written communication skills Fluent in Portuguese and comfortable working in English Nice-to-have Experience selling HR, benefits, insurance, or fintech solutions Familiarity with HubSpot or similar CRMs Demonstrated experience managing and growing key accounts 🧬 Your DNA Structured: you bring order to chaos and clarity to complexity. Data-driven: decisions come from metrics, not intuition alone. Ownership mindset: you don’t wait for escalations, you anticipate them. Boundary-setter: you build strong relationships without creating dependency. Scalable thinker: you see process and automation as leverage, not bureaucracy. You’ll probably find this frustrating if… You prefer high-touch, low-volume relationship management You avoid metrics or commercial accountability You rely on meetings to demonstrate value You resist process, tooling, or structured workflows You struggle to prioritise when everything feels urgent 👥 Manager & Team Meet Your Manager Hiring Manager: Miguel Franco — Head of Customer Success Location: Portugal LinkedIn Profile: https://www.linkedin.com/in/jomifranco/ Profile Snapshot: Energy: High, present, and engaged Communication: Clear, informal, and direct, with strong focus on priorities and outcomes Feedback Style: Continuous and in the moment, fast feedback for fast improvement How to work with me - in the Manager's own words: “I value teamwork and collaboration, and I genuinely enjoy working with people. I actively create structure and clarity so the team stays focused on what truly creates impact. You’ll have clear priorities, strong strategic alignment, and autonomy to make decisions without micromanagement. Processes exist to reduce noise and operational overload, enabling more proactive work. Expect continuous feedback, high accountability, and an energizing, fast-paced environment built on trust and team spirit.” Your Team You’ll work day-to-day with: Rosana Martins , Customer Success Manager, https://www.linkedin.com/in/rosanamartins/ Cláudia Morais , Customer Success Manager, https://www.linkedin.com/in/cl%C3%A1udiamorais/ Joana Polido , Customer Success Manager, https://www.linkedin.com/in/joana-polido99/ Inês Baioneta , Customer Success Manager, https://www.linkedin.com/in/ineslouzaobaioneta/ Inês Paz , Key Account Manager, https://www.linkedin.com/in/in%C3%AAs-paz-51771728/ Daniela Rego , Key Account Manager, https://www.linkedin.com/in/daniela-rego-5bb76a101/ Paulo Caius , Key Account Manager, https://www.linkedin.com/in/paulo-caius/ Maria Castro Gomes , Key Account Manager, https://www.linkedin.com/in/maria-castro-gomes/ Key Stakeholders: Insurance Team Sales Team Product Team Support Team Finance Team Marketing Team Team Rituals: Weekly Success Meeting Ongoing 1:1s focused on activity, follow-up, and improvement 💜 Access & Belonging (Equal Opportunity) We hire for impact and potential, not pedigree. We welcome applications from people with non-linear careers, career breaks, caregiving gaps, and those changing fields. No discrimination on the basis of age, disability, gender identity/expression, marital or family status, pregnancy, neurodivergence, race/ethnicity, religion/belief, gender, sexual orientation , or any other protected ground. Assessment fairness: We anchor on evidence of outcomes (what you shipped, moved, or influenced). We actively de-bias by using structured rubrics, multiple assessors, and blind screening most of the time (we won’t know your name, gender, or personal info until the interview stage). 📬 Application Clarity No cover letter required. Apply with your LinkedIn or upload your CV in English. You may be asked a few short, relevant questions + a video (we know, videos are so..ugh!) But in this role you'll be presenting topics, onboarding companies, etc, and so we want to see right away how you do that). Total candidate time investment: ~3 hours end-to-end. 🧩 Hiring Stages (What to Expect, Why & How Long) 1.CV / LinkedIn Screen — Signal check vs must-haves • Done by People + Hiring Manager. • You’ll hear from us within 7 business days. 2.Hiring Manager Interview - Deep dive into your work • 45 min Structured around outcomes, decisions, and collaboration. 3.Short Challenge - Let's peak into this role's challenges • 30 min Exercises that represent potential challenges this role would have and how you'd approach them. 4.Sales Management Chat - Meet the GM Portugal + Q&A • 45 min Values, strategy, and your growth. 5.People Interview - Allow us to know you better! • 30 min With People. Stress-free virtual coffee, focused on getting to know you as a person. We talk about culture, beliefs, and purpose. Optional: References (2–3 people who’ve seen your recent work) - async. 🤖 AI & Hiring Tools Transparency We use a few tools to reduce bias and improve documentation, not to make hiring decisions. Teamtailor anonymisation: profiles are reviewed without relying on names/personal identifiers. Meeting recorder (e.g., Talka.ai): may be used to capture interviews so we can focus on the conversation. ChatGPT: may be used to turn interview notes/transcripts into clear, structured summaries. Important: every application is reviewed by a human, and no decision or rejection is made by AI. If recording is used, we’ll be transparent and (where required) ask for consent. ⏱️ Speed & Communication Decision: within 4 weeks of your application. Updates: weekly if the process runs longer. Scheduling: interviews between 10:00–16:00 CET (flexible across Europe). Team Team Portugal Role Customer Success Locations Portugal Remote status Fully Remote Perks 👊 Unique Culture A team committed to creating a strong and unique culture that celebrates diversity (and weirdness). Learn even further about us on our purpose page ! 👩🏻‍💻 Fully Remote A fully remote setup, with on-site get-togethers at least once a year. 💸 Compensation Competitive and flexible compensation, including our own Coverflex card and stock options to really own our success. 🖥️ Workstation & Onboarding Budget A MacBook and a €500 onboarding budget to help you set up an effective workstation during your first months. 📚 FlexBudget A €2,000 yearly budget to invest in your professional development, work tools, equipment, and remote work enablement. 👩‍⚕️ Health Insurance Health Insurance plans, with the option to add family members and update conditions (*depending on country). 🌴 Time Off 25 day paid vacation days + 3 caring days per year to work on side projects that support causes with a positive impact on our society. 🐱🐶🐹 Family Friendly 2 additional paid weeks on top of the legal maximum Parental Leave. Your birthday + kids’ birthday off.