Enterprise Customer Success Manager

Syndicate; Oost-Vlaanderen; Remote; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Macbook

Healthcare benefits plan

ESOP

Meal vouchers

Annual company retreat

Free office snacks

Team drinks and events

Job summary

Syndicate is seeking an Enterprise Customer Success Manager to own the long-term success of a portfolio of enterprise accounts in Belgium. You will guide customers from signature to go-live, drive adoption, and manage change to embed Donna in daily workflows.

Expect emphasis on retention, renewals, and expansion across a 20-30 enterprise portfolio. You’ll collaborate with Delivery, Support, Sales and Product, work in a fast-growing startup environment, and use data-driven health scores and NPS

Qualifications

• 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 retention/renewals/expansion.
• Commercial acumen owning renewals and upsell conversations.
• CS expertise including change management and adoption methodology.
• Data-driven using health scores, usage data and NPS to steer accounts.
• AI-first mindset using AI tools to improve workflows and reporting.
• Strong collaboration with Delivery, Support, Sales and Product; clear communication.
• High autonomy running accounts end-to-end in a fast-growing startup.
• Fluent English; German and/or French is a must.
• Familiarity with sales enablement tools is a plus.

Responsibilities

• Retention: own logo retention and renewal conversations end-to-end; monitor health and act on churn risk.
• Expansion: identify and build upsell/cross-sell opportunities with Sales.
• Adoption and change management: drive user adoption and track adoption metrics.
• Onboarding to go-live: manage kickoff, testing, training and go-live with Delivery.
• Trusted first point of contact: build relationships and manage stakeholder expectations.
• Voice of the customer: capture use cases with Marketing and Product.

Skills

Client-facing experience

Portfolio management

Commercial acumen

Change management

Adoption methodology

Data-driven

AI mindset

Collaboration

Autonomy

English fluency

German/French

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 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)