Customer Success Manager
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.
- Locations
- PL - Szczecin
We are only as strong as the people who join us!
Our employees are our talent, our ambassadors, and the driving force behind our success. They are also our future. Together, they use their passion and spirit for innovation to help build our brand and our reputation, making us a destination for pioneering work and personal career growth.
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About 3Shape
3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively and with superior care. We are a global market-leading provider of dental and audio technology for laboratories and clinics.
Our growing talent pool of over 2,000 employees spans 50+ nationalities and is energized by knowing that together, we contribute to a better world.
Two graduate students founded 3Shape in Denmark’s capital, Copenhagen in the year 2000. Today, 3Shape employees serve customers in over 100 countries. As a privately-owned company, decisions are made fast, and we remain agile.
3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine and Macedonia with a production site in Poland. 3Shape is a global company with presence in Europe, Asia and the Americas.
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