Join 3Shape – Empowering Innovation in Patient Care

At 3Shape, we are revolutionizing healthcare by delivering cutting-edge imaging and digital workflow solutions that empower medical professionals around the world. Our mission is simple: to improve patient outcomes through intuitive, innovative technology.

We are growing fast and investing in the development of our customer engagement strategy. Are you a strategic enabler with a passion for customer success? Do you thrive in an international, high-paced environment where you can shape the way teams are trained, supported, and developed? Then this position might interest you.

We are looking for a Customer Success Excellence Manager to join our newly established Global Customer Success team. In this key role, you will be responsible for our customer excellence strategy, program development, and execution to ensure our Customer Success Managers (CSMs), Technical Support Specialists, and Onboarding Consultants are equipped with the tools, knowledge, and competencies they need to succeed in their roles.

This is your opportunity to define and implement world-class excellence and enablement programs and create a measurable impact on team performance, customer outcomes, and global consistency.

Key responsibilities:

The primary responsibility of the customer success excellence manager is to ensure that all staff responsible for customer success are fully trained and have the skills and resources they need to do their jobs. This includes:

• Design and execute a standardized global onboarding program for new hires across Customer Success and Onboarding
• Develop and implement role-specific learning pathways
• Drive ongoing learning and upskilling initiatives, including lifecycle-based training and skill-specific enablement sessions.
• Align training paths with career progression frameworks to support employee growth and retention.
• Lead product, tools and systems training (e.g. CRM, Playbooks, Help Center resources)
• Collaborating with regional CS leads to localized content and empower local enablement (e.g. train-the-trainer initiatives).
• Conduct competency and skills gap analyses; design coaching programs to bridge those gaps.
• Ensure consistency in training quality and delivery across all global regions.
• Identify and assess training needs through stakeholder engagement

• Devising coaching, mentoring and partnering programs for new customer success staff and managers

Finally, we are looking for a person to support the expansion and implementation of our Customer Success setup to new markets.

Experience and Skills:

• Preferably a background in customer success, sales and/or customer relationship management and/or experience from direct customer-facing roles
• Experience in designing and delivering onboarding and training programs for customer facing teams.
• Good understanding of customer success principles, methodologies, and best practices.
• Strong analytical and problem-solving skills with the ability to identify and address customer needs effectively.
• Great presentation skills and the ability to create engaging, informative presentations.
• Proven ability to collaborate and maintain strong relationships within an organisation
• Fluent in English (written and spoken)

We are looking for a person that is curious, feels comfortable when experiencing ambiguity and enjoy being challenged. Lastly, we expect that you enjoy working in a dynamic and fast-paced environment with different cultures, as 3Shape consists of and embrace inclusion and diversity.

We offer:

• On-site work in attractive office with relax zones located in Szczecin, Poland (hybrid work is possible).
• 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.
• Language courses with qualified teachers.   

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.