Customer Success Excellence Manager

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

What we offer

Benefits

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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