Enterprise Customer Success Manager

Donna; Oost-Vlaanderen; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Macbook

Healthcare benefits plan

Collective membership (Wintercircus)

ESOP

Meal vouchers

Annual company retreat

Snacks on site

Team drinks and events

Job summary

Donna, Ghent-based startup, is seeking an Enterprise Customer Success Manager to own the long-term success of a portfolio of enterprise accounts. You guide customers from signature through go-live and drive adoption and change management so Donna becomes part of their daily workflows.

You'll focus on retention, renewals and expansion, while collaborating with Delivery, Support, Sales and Product to ensure measurable value and a seamless customer experience.

Qualifications

• Minimum of 5 years of client-facing experience.
• Proven track record managing a portfolio of 20-30 enterprise customers.
• Commercial acumen with renewal and upsell experience.
• Change management and adoption expertise.
• Data-driven with health scores, usage data and NPS.
• Fluent written and verbal English; German and/or French is a must.
• Familiarity with sales tools is a plus.

Responsibilities

• Own retention and renewal conversations end-to-end.
• Identify expansion, upsell and cross-sell opportunities across your portfolio.
• Drive user adoption and lead change management at the customer so Donna is embedded in daily workflows.
• Lead onboarding to go-live with Delivery to enable fast production usage and value.
• Build strong relationships with stakeholders and set clear expectations to maintain momentum.
• Capture and share customer use cases for internal and customer-facing use.

Skills

Client-facing

Portfolio management

Renewals & upsell

Change management

Adoption metrics

Data-driven

AI tooling

Tools

Sales enablement tools

Job description

We're looking for a hands-on Enterprise Customer Success Manager to own the long-term success of a portfolio of enterprise accounts. Your mission is simple: keep every logo and grow every account. The CS team is measured on logo retention, renewals and expansion revenue.

To get there, you guide customers from signature through go-live, and then drive adoption and change management so Donna becomes part of how they work every day. Our customers move fast and we scale accounts quickly after signature, so you bring structure, speed and a sharp eye for what a customer needs next.

One day you're in a renewal or upsell conversation, the next you're flagging churn risk, running a kick-off, or shaping feedback for our Product team.

What you’ll be doing

• Retention: own logo retention and the renewal conversation end-to-end. Monitor account health through leading indicators such as product adoption and NPS surveys, and act early on churn risk.

• Expansion: identify and build expands, upsell and cross-sell opportunities across your portfolio, working closely with Sales.

• Adoption and change management: drive user adoption and lead change management at the customer, so Donna is embedded in their daily workflows and track adoption metrics to prove measurable value.

• Onboarding to go-live: own the customer relationship through kick-off, testing, training and go-live. You’ll work together with our Delivery team to help get customers to real production usage fast; Donna's model is built around rapidly scaling a customer to full value.

• Trusted first point of contact: build strong relationships, understand the different stakeholders and their goals, and set clear expectations and deadlines to keep momentum.

• Voice of the customer: collaborate closely with Marketing and Product. Capture and write up customer use cases that show value and best practices, for internal and customer-facing use.

• Minimum of 5 years of client-facing experience in a high-engagement environment.

• Proven track record managing a portfolio of 20-30 enterprise customers, with measurable results in retention, renewals and expansion. Experience with multi-month rollouts and complex stakeholder landscapes is a big plus.

• Commercial acumen: comfortable owning renewal and upsell conversations, and spotting expansion opportunities before they're obvious.

• Comprehensive Customer Success expertise, including change management and adoption methodology.

• Data-driven: experience using health scores, usage data and NPS to steer accounts.

• AI-first mindset: you actively use AI tools in your own workflows, from account research and meeting prep to reporting and follow-ups, to work faster and smarter.

• Strong collaborator and communicator: you work seamlessly with Delivery, Support, Sales and Product to keep each account on track; and you are comfortable with direct communication and escalations.

• High autonomy: you run your accounts end-to-end in a fast-growing start-up environment.

• Fluent written and verbal English; German and/or French is a must.

• Familiarity with sales (enablement) tools is a plus.

What you can expect

• Impact: Be part of an early-stage rocket ship startup where your contributions directly shape the company’s success. We’re moving fast, with crazy clients already signing up, so every line of code and every idea you bring has immediate impact.

• Growth: Join a rocket ship at the scale-up stage: learn from seasoned entrepreneurs and grow your career as we expand globally. The speed at which we’re onboarding clients means you’ll learn more in months than most do in years.

• Culture: Join a collaborative and supportive team that values innovation, creativity, and fun.

• Ecosystem: As a part of the Donna team, you’ll become a part of the Ghent tech ecosystem, and a member of the StarApps and Wintercircus ecosystem.

Next to the above very awesome perks, we offer a competitive salary with the following benefits:

• Macbook

• Healthcare benefits plan

• A membership to the Collective (Wintercircus)

• Employee Stock Option Plan (ESOP)

• Meal vouchers

• Annual company retreat

• Free office snacks

• Team drinks and events (like teambuildings, dev days, our off-site hackathons)