Customer Success Manager

At 3Shape, we are pioneers in digital dentistry, committed to transforming the dental industry with innovative solutions that improve patient care and optimize dental workflows. Our cutting-edge technology enables dental professionals to provide superior care and improve patient outcomes. We are committed to making a positive impact on the lives of our customers and their patients. We are looking for a dynamic and experienced Customer Success Manager to join our team. In this role, you will play a crucial role in achieving our mission to revolutionize dentistry. Your expertise in customer relationship management and your commitment to customer satisfaction will be essential to ensuring that our customers get the most out of our products and services. Main Responsibility: The main responsibility of the Customer Success Manager (CSM) is to ensure proactive and continuous communication with 3Shape customers to foster their engagement with our solutions, provide a positive customer experience, and develop long-term business relationships as well as brand loyalty. Serving as the primary point of contact between 3Shape and its customers, the CSM educates end users to ensure they fully benefit from the capabilities offered by 3Shape solutions and establishes a close relationship with customers. Offering high-level service and adopting a customer-centric approach, the CSM works closely with the broader 3Shape team, including inside sales, headquarters commercial functions, resellers, as well as members of the customer support teams. A proactive, consultative, and organized approach, a service and ownership mindset, as well as skills in relationship management, problem-solving, active listening, and discovery—both internally and externally—are essential for success. The CSM is required to stay up to date with industry knowledge and the latest 3Shape innovations and will also be involved in other internal sales and customer support activities, such as training, participating in trade shows, virtual and in-person events, meetings, etc. Travel: Occasional travel within Europe is to be expected. Main Tasks:

• Onboard new 3Shape customers

o Collaborate with the customer support team to finalize the 100-day onboarding program o Inform the customer about training, support, and other resources available to them o Establish regular touchpoints with the end user

• Build and maintain strong relationships with customers

o Proactive service calls to cultivate customer retention and continued usage o Offer personalized training to increase adoption and usage o Guide and inform customers on available internal and external resources (webinars, training, and online content) o Serve as an escalation point to other 3Shape teams if necessary o Share customer feedback with the organization

• Increase adoption and usage 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, in order to maximize their value o Keep customers informed of product updates, new releases, marketing events, and new 3Shape offerings o Identify sales opportunities and introduce customers to the sales team for evaluation Other tasks: This job description is not intended to cover or contain a comprehensive list of the 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. Required Education and Experience:

• University degree in business, marketing, IT, or other 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 a commercial function, 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 any other direct experience in the dental industry is highly desired
• Knowledge of customer success processes, methodologies, and best practices
• Demonstrated ability to build relationships and establish rapport with customers and colleagues
• Strong proficiency with PowerPoint, Excel, and CRM software
• Fluency in English with excellent written and oral communication skills

Desired Education and Experience:

• Previous experience in the dental industry (ideally IOS and/or CAD/CAM) is 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

Core Competencies:

• Result Orientation: Always keep the final result in mind and work towards it. Ability to achieve results individually and as a team
• Customer Orientation: Commitment to customers, colleagues, and employees by providing a positive and supportive experience. Collaborative with a high level of engagement and customer service
• Stakeholder Management: Value feedback and perspectives from others; ensure leadership is kept informed and support activities and initiatives through active and mindful communication
• Problem Solving: Ability to seek creative and innovative solutions to resolve new or recurring challenges. Willingness to share results. Use 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 evolutions
• 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 review applications on a continuous basis. We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we believe that the best way to achieve excellent 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 reach outstanding business results, is by welcoming diverse people into our community.

About us 3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.