Work changed. Pay didn't.Coverflex exists to make compensation work for everyone.TL; DR (The Essentials)Role: Customer Success ManagerSeniority Level: IntermediateType: Individual ContributorLanguages: English (main) / Portuguese (fluent)Main Tools: Vitally, Hub Spot, Notion, SlackLocation: Remote (Portugal)Contract Type: PermanentCompensation:Base Salary: €33,000 - €40,000Bonus / Commissions: OTE 80/20Equity: Yes – Stock Options under our Equity Incentive PlanBenefits: you can check them below (at the end of the page)Your ImpactYou'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.After 90 days you'll have:Stabilized your portfolio and reduced reactive escalationsImproved onboarding speed and product adoptionBuilt strong relationships with key stakeholdersIdentified and progressed expansion opportunitiesHow We'll Measure SuccessMain KPI 1: Net Revenue Retention (NRR)Main KPI 2: Onboarding time & product adoptionMain KPI 3: ARR growth through cross-sellReality Check – What Makes This Role HardThis is not a "high-touch, low-volume" CSM role.Here's What Makes It ChallengingYou'll manage a high number of accounts and 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.YouMust-haves3+ years of B2 B Saa S Customer Success experienceComfortable managing high-volume portfolios with clear prioritisationStrong execution mindset: you ship, follow up, and close loopsComfortable working with data, processes, and metricsStrong written communication skillsFluent in Portuguese and comfortable working in EnglishNice-to-haveExperience selling HR, benefits, insurance, or fintech solutionsFamiliarity with Hub Spot or similar CRMsDemonstrated experience managing and growing key accountsYour DNAStructured: 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 managementYou avoid metrics or commercial accountabilityYou rely on meetings to demonstrate valueYou resist process, tooling, or structured workflowsYou struggle to prioritise when everything feels urgent.Manager & TeamMeet Your ManagerHiring Manager:Miguel Franco — Head of Customer SuccessLocation:PortugalLinked In Profile:https://www.linkedin.com/in/jomifranco/Profile SnapshotEnergy: High, present, and engagedCommunication: Clear, informal, and direct, with strong focus on priorities and outcomesFeedback Style: Continuous and in the moment, fast feedback for fast improvementHow to work with me - in the Manager's own wordsI 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 TeamYou'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 StakeholdersInsurance TeamSales TeamProduct TeamSupport TeamFinance TeamMarketing TeamTeam RitualsWeekly Success MeetingOngoing 1:1s focused on activity, follow-up, and improvementAccess & 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.Application ClarityNo cover letter required.Apply with your Linked In or upload your CV in English.You may be asked a few short, relevant questions and a video. Total candidate time investment: ~3 hours end-to-end.Hiring Stages (What to Expect, Why & How Long)CV / Linked In Screen – Signal check vs must-haves (done by People + Hiring Manager, response within 7 business days)Hiring Manager Interview – 45 min structured around outcomes, decisions, and collaboration.Short Challenge – 30 min exercises representing potential challenges and how you'd approach them.Sales Management Chat – 45 min with GM Portugal, covering values, strategy, and growth.People Interview – 30 min virtual coffee, focused on culture, beliefs, and purpose.Optional: References (2–3 people who've seen your recent work) – async.AI & Hiring Tools TransparencyWe use a few tools to reduce bias and improve documentation, not to make hiring decisions.Teamtailor anonymisation: profiles are reviewed without relying on names or personal identifiers.Meeting recorder (e.g., Talka.ai): may be used to capture interviews so we can focus on the conversation.Chat GPT: may be used to turn interview notes/transcripts into clear, structured summaries.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 ask for consent where required.Speed & CommunicationDecision: within 4 weeks of your application.Updates: weekly if the process runs longer.Scheduling: interviews between 10:00–16:00 CET (flexible across Europe).