Customer Success Excellence Manager

Miejsce pracy: Szczecin

Your 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

Our requirements

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

What 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

Benefits

flexible working time
fruits
integration events
corporate library
no dress code
coffee / tea
leisure zone
extra social benefits
charity initiatives

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.

3Shape Poland Sp. z o.o.

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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“I agree to process my personal data for current recruitment procedure in accordance with article 6 item 1 lit. "a" of the Regulation of the European Parliament and of the Council (EU) 2016/679 of 27th of April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (General Data Protection Regulation).”
If you would like that your CV is placed in 3Shape recruitment data base for future recruitment, please add second clause in your CV: “I agree to process my personal data for future recruitment procedures as well”.
In accordance with provisions of GDPR please be informed that the data controller in this case is 3Shape Poland Sp. z o. o. with headquarters in Szczecin 70-033, at Zapadła 8d, but your application may be proceeded within the 3Shape Group. Your personal data will be used only for purpose related to the recruitment procedures and will be kept in our database for a period of 12 months. More information about proceeding of your personal data by 3Shape you may find here or contacting local HR Department.
Please be informed, in case of interview in our company, that the 3Shape Poland Sp. z o. o. uses closed circuit television (CCTV) images to provide a safe and secure environment for employees and for visitors to the 3Shape Poland Sp. z o. o. business premises as well as to protect the 3Shape Poland Sp. z o. o. property and assets. The CCTV system may be used to investigate security incidents in order to secure evidence, should such incidents occur. All footage gathered is stored no longer than 30 days. The images that are filmed are recorded centrally and held in a secure location.

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