Customer Success Playbook (Notion)

About this task

This education foundation (201–500 employees) is looking for a senior Fractional Customer Success Manager for a single piece of work with a fixed scope and a fixed price. Standard plays for onboarding, risk and expansion.

The work is too small to justify a hire and too important to leave to chance. It is a nonprofit, so budgets are tight and grant reporting dates are fixed.

The company prefers a person who can come to Porto for kickoff and the final review; the rest is remote. You choose your hours; nothing is scheduled except an occasional short call. About 2 hours a week should overlap with the team's day (Lisbon time).

What you deliver

• Write a playbook with 12 plays and templates for a three-person CS team.
• One round of edits after the company's review is included
• A final note stating what was checked and what was left out of scope
• A 20-minute walkthrough call, or a recorded screen share if you prefer

How the work runs

• Day 1: scope confirmed in writing, files shared
• Middle of the period: draft shared for early feedback
• Last day: final version and handover note

Duration: 1 to 2 weeks. Accepted when the company contact confirms the deliverable against the written checklist. One round of edits is included.

Tools

How you get paid

• The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
• Deftridge pays you in EUR after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
• You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
• You never chase the company. Questions about money go to Deftridge.

What happens after you say you're interested

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.

What the company sees about you

First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.

How this rate compares

The midpoint of this range, €20 an hour, is in line with the median senior Fractional Customer Success Manager rate in Portugal (€20). The shaded band is the 25th to 75th percentile of the market.

All Fractional Customer Success Manager jobs in Portugal · Fractional Customer Success Manager rates in Portugal · Operations & Assistance jobs

Questions about pay and privacy

The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.