Customer Success Program Manager

3Shape; København; On-site; DKK 900,000 - 1,200,000; Full time

Benefits offered by this job

Healthcare package

Breakfast and lunch provided

Job summary

3Shape in Copenhagen is seeking a Program Manager for Global Customer Success to shape the Enterprise CX experience from onboarding through adoption, retention and growth. You will collaborate across Customer Success, Sales, Support and Product to deliver a scalable, unified journey for enterprise clients.

You will define programs, drive execution across HQ and regions, and translate customer needs into measurable improvements, enabling growth while maintaining a customer-first mindset.

Qualifications

• Experience driving customer experience, Customer Success or commercial programs.
• 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.

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 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.

Skills

Customer experience

Project management

Analytical thinking

Communication

Stakeholder engagement

Cross-functional collaboration

Job description

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.

Join us in shaping a company culture that makes Monday mornings worth it.

At 3Shape, you will join an international R&D environment in central Copenhagen, working closely with advanced hardware, software, and engineering teams that develop products to improve dental care globally. You will have the opportunity to shape learning and capability-building practices and see your work make a direct difference for colleagues.

We are a vibrant, visionary, and international place to work. But most of all, we are a diverse group of over 50 different nationalities who all contribute to a thriving company culture. We partake in social clubs, monthly social activities, and various in-team activities as well. If that’s not enough, then add on:

• A globally recognized technology company.
• An attractive healthcare package to keep you fit and well.
• Breakfast every day and a delicious, healthy lunch prepared by our private chefs.
• A joint purpose: to enable dentists to provide superior dental care to every patient, every time.

Join us for a maternity cover of at least 12 months and be part of a team improving treatment and care in a meaningful industry. We encourage all qualified professionals who are passionate about building strong learning capabilities in a complex product-development environment to apply.

Applications will be reviewed on a rolling basis; however, we plan to conduct interviews in October and November.

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.