Customer Success Manager

Primary Responsibility:
The Customer Success Manager (CSM) is primarily responsible for ensuring proactive and ongoing communication with 3Shape customers to foster their engagement with our solutions, deliver a positive customer experience, and develop long-term business relationships and brand loyalty. Serving as the primary point of contact between 3Shape and its customers, the CSM educates end users to ensure they are fully utilizing the capabilities of 3Shape solutions and builds strong customer relationships. Providing high-level service and a customer-centric approach, the CSM collaborates closely with the broader 3Shape team, including inside sales, head office business functions, resellers, and customer support team members. A proactive, consultative, and organized approach, a service-oriented and supportive mindset, and strong relationship management, problem-solving, active listening, and discovery skills—both internally and externally—are essential for success.

The CSM is required to keep up-to-date with industry knowledge, the latest 3Shape innovations, and will also be involved in other internal sales and customer support activities, such as training, participation in trade shows, virtual and in-person events, meetings, etc.

Travel: Occasional trips within Europe are to be expected.

Main tasks:
• Onboarding new 3Shape clients
o Collaborating with the customer support team to finalize the 100-day onboarding program
o Informing the client about training, support, and other available resources
o Establishing regular points of contact with the end user

• Build and maintain strong customer relationships
: o Proactive service calls to cultivate customer retention and continued use
o Offer customized training to increase adoption and usage
o Guide and inform customers about available internal and external resources (webinars, training, and online content)
o Serve as an escalation point to other 3Shape teams when necessary
o Share customer feedback with the organization

• Increase the adoption and use of 3Shape solutions
: o Review adoption and usage with customers
o Share best practices and use cases for 3Shape solutions
o Inform customers about the features and options of the 3Shape solutions they own and those they could add to their portfolio to maximize value
o Keep customers informed about product updates, new releases, marketing events, and new 3Shape offers
o Identify sales opportunities and introduce customers to the sales team for evaluation

Other duties:
This job description is not intended to cover or contain an exhaustive list of required activities or responsibilities. Responsibilities and activities may change at any time, with or without notice, to best meet market needs, and the scope of this role may evolve.

Education and Experience Required:
• University degree in business, marketing, computer science, or a related field
• Minimum of four (4) years of combined experience in customer success and/or B2B sales, preferably in dental equipment, healthcare, or technology
• Experience in the dental industry in customer success, support, or sales roles, preferably within a customer success team, as a product/training specialist, or similar experience as a customer support agent, inside sales specialist, marketing, sales support, or other direct experience in the dental industry is highly desirable
• Knowledge of customer success processes, methodologies, and best practices
• Demonstrated ability to build relationships and rapport with clients and colleagues
• Strong proficiency with PowerPoint, Excel, and CRM software
• Fluency in English with excellent written and oral communication skills

Desired Education and Experience:
• Prior experience in the dental industry (ideally IOS and/or CAD/CAM) considered a significant advantage
• Understanding of direct and reseller distribution models
• Knowledge of sales processes and methodologies
• Clinical experience in a dental practice or laboratory
• Experience within global organizations
• Experience with Microsoft Dynamics CRM
• Fluency in English

Essential Skills:
• Results Orientation: Always keep the end result in mind and work towards it. Ability to achieve results individually and as part of a team.
• Customer Focus: Commitment to customers, colleagues, and employees by providing a positive and supportive experience. Collaborative with a high level of commitment and customer service.
• Stakeholder Management: Value feedback and perspectives from others; ensure leadership is kept informed and support activities and initiatives through active and conscious communication.
• Problem Solving: Ability to seek creative and innovative solutions to new or recurring challenges. Willing to share results. Utilize all available resources to solve problems
• Attention to detail and organization: Maintain detailed records and information and organize them to meet the needs of the organization and employees
• Technological affinity: Ability to work with, understand, and adopt technological advancements
• Ethical conduct: Take responsibility for decisions made and ensure they clearly comply with industry regulations and ethical standards

If you are interested in this exciting opportunity, apply today. We will be reviewing applications on a rolling basis.
We encourage all qualified candidates to apply. We are committed to celebrating human diversity and believe that the best way to achieve great business results is to welcome diverse people into our community.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to achieve outstanding business results, is by welcoming diverse people into our community.