Customer Success Manager

January 18

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Coverflex

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Coverflex is a company that offers a fully remote work environment with a strong emphasis on building a unique and diverse team culture. They provide a range of employee benefits including health insurance, competitive compensation with stock options, and significant budgets for personal and professional development. Coverflex also focuses on transparency, integrity, and maintaining a positive work-life balance, offering generous time off policies and remote work budgets. They are recognized as a top employer and are committed to equal opportunity employment.

51 - 200 employees

👥 HR Tech

🏢 Enterprise

🧘 Wellness

💰 Series A on 2023-02

📋 Description

• Manage a portfolio of accounts, acting as the main point of contact and building strong, long-lasting relationships. • Conduct regular Strategic Business Reviews (SBRs) with our accounts ensuring their success and satisfaction. • Monitor account Key Metrics and NPS responses to proactively address any issues and ensure a high level of customer satisfaction. • Monitor product usage data to identify accounts with low engagement or usage levels and initiate actions to support these accounts. • Develop and execute account-specific success plans that align with customer objectives and maximize product usage. • Identify and pursue upsell and cross-sell opportunities within your accounts, working closely with other teams, such as Insurance. • Provide feedback to product based on customer insights to help shape future product developments. • Manage and follow up on escalations, ensuring that customer issues are resolved promptly and effectively. • Conduct training sessions for both managers and employees of new accounts, tailored to their specific needs and products subscribed. • Monitor and track the progress of account onboarding, identifying any delays or issues and taking corrective action to keep the process on track. • Assess product usage data to identify accounts with low engagement or usage levels and initiate retraining sessions to re-engage and support these accounts.

🎯 Requirements

• 3+ years of experience in Customer Success, ideally within SaaS environments, with a preference for backgrounds in HR, Insurtech, or Fintech sectors. • Portuguese Native speaker and fluent in English (internally, we communicate exclusively in English). • Demonstrated ability to manage and grow key accounts, ensuring high levels of customer satisfaction and identifying opportunities for upselling and cross-selling. • Experience in onboarding, training, and supporting customers to maximize their success with the product. • Team-oriented professional who thrives in collaborative environments but can also independently drive results. • Strong track record of building and maintaining strong, long-lasting customer relationships, with a knack for turning challenges into opportunities for enhancement. • Adaptive and agile in fast-paced environments, with a proactive approach to problem-solving and innovation. • Deep commitment to understanding customer needs and aligning product and services to contribute to customer success. • Experience with CRM tools like Hubspot and Customer Success Platform like Vitally (nice to haves). • Data Analysis Skills and industry network in HR/tech (nice to haves). • Insightful knowledge of the Portuguese market dynamics, particularly in HR/Finance Tech, is highly advantageous.

🏖️ Benefits

• Unique Culture: A team committed to creating a strong and unique culture that celebrates diversity (and weirdness). • Fully Remote: A fully remote structure with on-site get-togethers at least twice a year + 1000€/year Remote Work budget. • Compensation: Competitive and flexible compensation, including stock options. • Workstation & Onboarding Budget: A MacBook and a 500€ onboarding budget to improve your workstation. • Health Insurance: Health Insurance plans, with the option to add family members and update conditions (depends 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. • Keep Learning: 1000€/year budget for your personal and professional development: to buy books, take classes, attend conferences, etc. • Family Friendly: 15 additional paid days on top of the legal maximum maternity and paternity leaves. Birthday + kids’ birthday off.