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Customer Success Manager - job post

3Shape
3.7 na 5 gwiazdek
71-001 Szczecin•Hybrydowo

Lokalizacja

71-001 Szczecin•Hybrydowo

Świadczenia

Na podstawie pełnego opisu stanowiska

  • Samochód służbowy
  • Prywatna opieka medyczna

Pełny opis stanowiska

3 Shape: An exciting, visionary, and international place to work


Join one of the most exciting Danish tech companies in the medical device industry and make an impact. With us you will be able to work on solutions used by thousands of dental professionals worldwide.

We are currently looking for a Customer Success Manager.

This newly defined role plays a vital part in the customer journey and serves as an extension of the onboarding experience for end users. When customers purchase new hardware or software from a reseller, the sales representative typically moves on to the next client. This is where the Customer Success Manager (CSM) steps in.

The initial onboarding is primarily performed by the TRIOS Onboarding Specialist. However, when the situation requires it, the Customer Success Manager may also take over or support onboarding activities on-site (not remotely) to ensure a successful start.

The Customer Success Manager ensures that clients not only purchase a 3Shape product but also achieve maximum value from it long after the initial sale. Acting as a trusted guide through the TRIOS ecosystem, the CSM builds strong relationships with end users, personalizes onboarding experiences, and delivers high-quality, hands-on training. All activities follow a structured onboarding and adoption process designed to deliver excellent customer experiences and achieve high Net Promoter Scores.

Your key responsibilities will be:

  • Build trusted, long-term relationships with customers and deliver a first-class TRIOS onboarding experience for complex installations
  • Support and, when necessary, conduct on-site onboarding, especially in more complex setups
  • Proactively contact existing customers to ensure products are fully adopted and effectively used
  • Pay particular attention to clinics with server setups and more than two scanners installed, ensuring correct configuration and optimal workflows
  • Plan and manage the full onboarding journey—from TRIOS delivery until confident daily use of scanning for DSO’s.
  • Verify correct product installation and ensure there are no technical or workflow-related issues
  • Visit customers on-site to resolve hardware and software issues when required
  • Deliver hands-on scanning training, followed by structured follow-up and adoption guidance
  • Monitor customer usage and engagement after onboarding and act if adoption is not progressing as expected
  • Provide prompt follow-up and attentive support for customer inquiries
  • Communicate with customers via email, phone calls, live chat, text messages, or other channels as defined by management
  • Collaborate closely with internal departments and local academies, escalating customer feedback and adoption risks when necessary

Tracking, Reporting and administrative tasks:

  • Set up customer accounts

  • Enter and maintain client information in CRM or project management systems

  • Monitor user progress throughout onboarding and follow up as needed

To succeed in your role, you should possess the following competencies:

  • Native or C2-level Polish (mother tongue preferred) and advanced written and spoken English

  • Strong customer-oriented mindset with genuine curiosity about people and a desire to help

  • Interest in the dental industry and the ability to learn quickly

  • Confidence in learning and using software tools

  • Excellent communication skills, with the ability to provide clear, concise training and guidance

  • Ability to support dentists with varying levels of digital confidence

  • Strong problem-solving and logical-thinking skills, supported by focused listening and observation

  • Ability to multitask effectively in a fast-paced, high-pressure environment

  • Strong interpersonal skills; engaging, approachable, and attentive

Required Education and Experience:

  • High school diploma or equivalent

  • Previous experience in a customer support role

  • Experience as a dental assistant or in a dental laboratory

  • Hands-on experience with TRIOS and/or other intraoral scanners (IOS) is an advantage


We offer:

  • Attractive office with relax zones located in Szczecin, Poland.

  • A vibrant and international environment with social, diverse, and highly skilled and cooperative colleagues.

  • An attractive Luxmed healthcare package with additional dentistry care.

  • Fresh fruits, delicious and healthy lunches cooked by our canteen.

  • We provide a great social work environment with many optional activities.

  • Good work/life balance. Hybrid work possibility.

  • Language courses with qualified teachers.

  • Company car

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.

In compliance with the Whistleblower Protection Act, we inform candidates that an internal whistleblowing channel is available within our organization.

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.

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