Customer Success Program Manager

3Shape; Szczecin; On-site; PLN 120,000 - 160,000; Full time

Benefits offered by this job

Private healthcare (Luxmed)

Fresh fruits and healthy lunches

Company-sponsored group life insurance

Health and wellbeing program

Language courses

Modern office with relax zones

Job summary

3Shape is seeking a strategic and customer-centric Program Manager to join our Global Customer Success organization in Szczecin, Poland. This role focuses on enhancing the customer journey for our Lab customers through effective program management and cross-functional collaboration.

The ideal candidate will have over 7 years of relevant experience and will drive initiatives that improve customer adoption and satisfaction. We offer a vibrant work environment and a range of benefits, including private healthcare and language courses.

Qualifications

• 7+ years of experience in Customer Success, Program Management, or similar fields.
• Experience in designing customer success programs in global environment.
• Strong understanding of customer onboarding, adoption, and retention.

Responsibilities

• Own and improve the customer journey for the Lab segment.
• Develop scalable Customer Success programs.
• Define and monitor key customer success metrics.

Skills

Customer Success

Program Management

Stakeholder Management

Analytical Skills

Fluent in English

Fluent in English

Job description

We are looking for a strategic and customer-centric Program Manager to join our Global Customer Success organization.

3Shape is a dynamic company dedicated to innovating superior patient care. We create advanced technology and imaging techniques to non-technical medical professionals, providing them with a seamless user journey with simple and intuitive tools. With a commitment to excellence and a customer‑centric approach, we are poised for significant growth in the coming years. Are you looking for an opportunity where you can have a significant impact on our approach to customer engagement and put your stamp on a crucial development area of 3Shape? Then this position might be for you.

Help Shape the Future Customer Experience for Our Lab Customers

In this role, you will own the end‑to‑end customer journey, customer experience, and customer outcomes for our global Lab customer segment. Working closely with regional Customer Success teams and key stakeholders across Product, Marketing, Education, Enablement, and Support, you will define and drive the programs, standards, and initiatives that help customers achieve value throughout their lifecycle with 3Shape.

This is a highly visible global role where you will influence customer experience strategy, drive alignment across regions, and ensure consistent execution that improves onboarding, adoption, retention, and customer satisfaction.

Your Key Responsibilities

• Own and continuously improve the end‑to‑end customer journey for the Lab segment.
• Develop and implement scalable Customer Success programs that drive customer adoption, engagement, and retention.
• Define and monitor key customer success metrics and lead initiatives to improve customer outcomes.
• Partner with global and regional commercial teams to ensure consistent execution and sharing of best practices.
• Drive cross‑functional alignment across Customer Success, Product, Marketing, Education, Enablement, and Support.
• Establish quality standards, governance frameworks, and performance reviews that support a world‑class customer experience.

What We're Looking For

• 7+ years of experience within Customer Success, Customer Experience, Program Management, Customer Operations, Consulting, or similar fields.
• Experience designing and implementing customer success programs in a global or multi‑regional environment – preferably in MedTech or SaaS companies.
• Strong understanding of customer onboarding, adoption, retention, and customer journey management.
• Proven ability to lead cross‑functional initiatives and influence stakeholders without direct authority.
• Strong analytical, communication, and stakeholder management skills.
• Fluent in English, written and spoken.

Who You Are

You are strategic, collaborative, and passionate about creating great customer experiences. You thrive in complex, international environments, enjoy bringing people together around a common goal, and are motivated by turning customer insights into measurable business results. 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

• Private healthcare (Luxmed) with extended dental package.
• Fresh fruits and healthy lunches at a symbolic cost (2 PLN).
• Company‑sponsored group life insurance plan (UNUM), including a free standard coverage package.
• Access to a comprehensive health and wellbeing program.
• Language courses with qualified teachers.
• A modern office with relax zones in Szczecin.
• A vibrant, international environment with skilled and collaborative colleagues.

We encourage all relevant applicants to apply.

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