We are seeking a dynamic and proactive Customer Success Manager to join our team. You will play a critical role in ensuring our enterprise customers realize maximum value from Donna. This role requires a customer-centric mindset, strong communication skills, and the ability to drive business impact through strategic customer relationships.

If you’re excited about joining a startup in its early days, thrive on building relationships, and want to make a significant impact on a growing team, then this is the place for you.

As a Customer Success Manager, your role will be to ensure our customers are successful with Donna. Here’s a non-exhaustive list of what you’ll do:

• Lead functional scoping: You’ll ensure you understand the goals our customers are trying to achieve with Donna. You’ll map out the user flow Donna needs to cover, this includes listing which (custom) CRM objects/fields need to be added / completed.
• Customer Onboarding: Guide new customers and users through the onboarding process. You strive for excellent user adoption and you’ll ensuring they’re set up for success from day one.
• Deliver Tailored Training: Provide comprehensive training sessions for users, ensuring a positive first experience and high adoption rates. You'll create tailored training plans and resources to address the unique needs of each customer.
• Monitor and Optimize Usage: Regularly analyze user data to track adoption and engagement. You will develop and implement strategies to increase product usage, identify potential issues, and proactively address them.
• Build Trusted Relationships: Serve as a trusted advisor, deeply understanding each customer's business objectives and challenges in using Donna. Work closely with them to solve problems and identify upsell opportunities in collaboration with our sales team.
• Champion the Customer’s Voice: Collaborate with cross-functional teams—including Product, Sales, and Engineering—to ensure customer feedback is integrated into our product development and strategy.

• Experience: 2-4 years in a customer-facing role within a B2B SaaS environment, with a proven track record of managing large enterprise accounts.
• Interpersonal Skills: Excellent communication and relationship-building skills, with the ability to influence and engage stakeholders at all levels, both internally and externally.
• Analytical Mindset: Comfortable with a data-driven approach; experience with basic SQL or similar tools is a plus but not required. You should be eager to dive into customer data to drive insights and decisions.
• CRM Expertise: Passionate about learning more about how CRM work. Familiarity with Salesforce, MS Dynamics, Hubspot, or similar platforms is highly advantageous.
• Cultural Fit: We’re looking for team players who are fun to work with, embrace the fast-paced startup culture, and are open to new ideas and approaches.
• Language Skills: Fluent in English; additional languages are a plus as we scale globally.

• Impact: Be part of an early-stage startup where your contributions directly shape the company’s success.
• Growth: Learn from seasoned entrepreneurs and grow your career as we expand globally.
• 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 🏥
• Meal vouchers 🍴
• Annual company retreat 🎊
• Free office snacks 🍰
• Team drinks and events 🍺🎉

🚀 Ready to join our rocket ship? Let's start the application process!

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