Customer Success Manager

We're looking for a hands-on Customer Success Manager to join our Customer Success team. You'll serve as the trusted point of contact for a portfolio of customer accounts, helping them get started, guiding them through best practices, and ensuring they experience real value from Donna at every stage.

This dynamic role offers great variety: one day you're onboarding new customers, the next you're answering questions on quick calls, identifying upsell opportunities, or sharing valuable feedback with our Product team.

What you’ll be doing

• Guide new and existing customers through onboarding, training, and best practices to ensure a smooth start. Help new and existing users to get the most out of our rapidly evolving product.

• Be a trusted and first point of contact: build strong relationships, understand customer goals, and help them achieve long-term success.

• Monitor account health and proactively manage churn risk.

• Assist Sales to drive upsell and expansion opportunities.

• Capture and write out customer use cases that can be leveraged to illustrate value and best practices.

• Collaborate closely with Product and Solutions Engineering and be the customers’ voice within the organisation.

• Minimum of 2 years of experience in a customer-facing role within SaaS.

• Familiarity with sales (enablement) tools.

• Excellent communication skills (both written & verbal) in English. Any additional language is a huge plus for our global customer base!

• Proactive problem-solver with a genuine customer-first attitude.

• Strong organizational skills with attention to detail and ability to manage multiple accounts simultaneously.

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) 🍺🎉