Customer Success Manager - Startup Ghent

Overview

Donna is a fast-growing SaaS company focused on helping teams work smarter by turning everyday conversations into actionable insights. Our product captures, organizes, and surfaces key information so customers can focus on what matters most—making better decisions, faster.

As a Customer Success Manager at Donna, you’ll be the main point of contact for a portfolio of customer accounts. Your goal is to help customers get started, guide them on best practices, and ensure they extract real value from the product throughout their journey. The role is dynamic; some days you’ll focus on onboarding, others on answering questions, identifying upsell opportunities, or giving product feedback.

• Onboarding & Training: Guide new and existing customers through onboarding, training, and best practices. Ensure they get the most from the product.
• Customer Relationship Management: Build strong relationships, understand customer goals, and help them achieve long-term success. Act as their trusted point of contact.
• Account Health & Retention: Monitor accounts to proactively manage churn risk.
• Growth Opportunities: Assist Sales in identifying upsell and expansion opportunities.
• Customer Insights: Capture and document customer use cases to showcase value and best practices.
• Internal
  
  Collaboration:
  
  Work closely with Product and Solutions Engineering teams to advocate for customer needs.

• Minimum of 5 years in client-facing roles with high engagement.
• Familiarity with sales or enablement tools.
• Experience with enterprise customers.
• Proven track record managing 30–40 accounts successfully.
• Strong understanding of Customer Success best practices.
• Excellent communication in English (additional languages are a plus).
• Proactive problem-solving and customer-first mindset.
• Strong organizational skills to manage multiple accounts efficiently.

• Variety:
  No two days are the same.
• Impact:
  Directly influence customer success, retention, and product improvement.
• Growth:
  Opportunity to collaborate across teams and learn from enterprise-level customer interactions.