Strategic Enterprise CS Leader: Retain, Expand & Scale

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

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.