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: 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).