Customer Success Program Manager
At 3Shape, we create innovative technology that helps dental professionals deliver better care. Our products are used by customers around the world, and as our business continues to grow, so does the importance of creating a great customer experience throughout the entire customer journey. We are now looking for a Program Manager in Global Customer Success to help shape how we serve our Enterprise customers globally. This is an opportunity to take ownership of an important development area, work across the organization, and have a direct impact on how we engage, support and grow our Enterprise customer base. About the position As Program Manager, you will help define and implement the global Enterprise Customer Experience and aftersales approach. In this role you will work across Customer Success, Sales, Support, Education, Product, and other commercial functions to create a consistent and scalable experience for Enterprise customers – from onboarding and training through adoption, retention and growth. You will shape the strategy, build the programs and drive execution that define how 3Shape serves its Enterprise customers. You will turn customer and business needs into clear priorities, scalable solutions and measurable results - working across HQ and regions to make change happen. Your key responsibilities Develop and drive the global Customer Experience strategy for Enterprise customers, aligned with customer needs and business priorities.
Define the customer journey, engagement model and service offering across onboarding, training, education and support.
Lead strategic Customer Success and Customer Experience (CX) programs that improve customer adoption, satisfaction, retention and growth.
Build scalable and consistent ways of working that can be implemented across regions and markets.
Work closely with HQ and regional commercial teams to align priorities and ensure successful execution.
Act as a business partner to the regions, helping identify opportunities and drive improvements in the local customer experience.
Establish clear targets and performance measures and use customer insights and data to identify trends and opportunities for improvement.
Lead cross-functional projects from strategy and planning through implementation and measurable outcomes.
What we are looking for We are looking for someone who enjoys turning ideas into action and is comfortable working across a complex, global organization. You have experience driving customer experience, Customer Success or commercial programs and can move between strategic thinking and hands-on execution. You also have: A good understanding of Customer Success principles, with experience leading global and cross-functional projects or commercial initiatives
Experience developing and implementing Customer Success, CX or commercial programs, processes and tools including operating models and ways of working
Strong project management and organizational skills, with the ability to drive initiatives from idea to execution
Strong analytical and problem-solving skills and the ability to turn customer insights into action
Excellent communication and presentation skills, with the ability to engage and influence stakeholders at different levels
A collaborative approach and the ability to build strong relationships across functions and cultures
Who you are We imagine you are curious, structured and pragmatic. You enjoy solving complex problems, bringing people together and creating clarity where things are not yet defined. You are comfortable with ambiguity and enjoy being challenged. You don't need everything to be figured out before you get started and you are someone who can create structure, build momentum and make things happen. At 3Shape, you will work with colleagues and customers across many different markets and cultures. We value inclusion, collaboration and different perspectives, and we are looking for someone who will thrive in this environment. If you want to help shape the future of how 3Shape serves its Enterprise customers, we would love to hear from you.
What 3Shape offers A vibrant and international environment with social, diverse, and highly skilled and collaborative colleagues - we are more than 20 nationalities in our DK-based office from all different backgrounds
An attractive healthcare package to keep you fit and well.
Breakfast every day, and delicious and healthy lunch cooked by our private chefs.
We provide a great social work environment with many optional activities and social clubs, ranging from wine & beer, board games, running to bicycle clubs.
Good work/life balance.
Attractive offices and R&D lab spaces in downtown Copenhagen close to Kgs. Nytorv, Nyhavn, and the Copenhagen Canals.
Our purpose: We empower dental professionals to provide superior care for every patient, every time
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. 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.