Customer Success Manager, Audio

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

About the role:

Are you motivated by building strong customer relationships, solving practical challenges, and helping customers get the most value from technology? We are looking for a Customer Success Manager to join 3Shape Audio in a hybrid role that combines proactive customer success, onboarding, training, and responsive customer support.

In this role, you will be the trusted point of contact for customers using 3Shape Audio solutions. You will help customers succeed by understanding their needs, guiding them toward best practices, supporting adoption, and coordinating timely resolution of questions or issues. You will report to the Customer Success Lead and work closely with colleagues across Customer Success, Sales, Product, R&D, and Technical Support.

This is an opportunity to make a direct impact on the customer experience in a global technology company with deep roots in hearing care and digital innovation.

Areas of responsibility:

Build trusted customer relationships

• Act as a trusted primary point of contact for customers and end users

• Build strong relationships through regular check-ins, follow-up, and proactive guidance

• Understand customer needs and help ensure a positive, professional, and value-creating experience
  

Drive adoption and customer success

• Monitor customer engagement and identify where additional support, training, or enablement can create value

• Help customers adopt relevant features, workflows, and best practices across 3Shape Audio solutions

• Share demos, training materials, use cases, and online resources that support customer success.
  Keep customers informed about relevant product updates, releases, events, and new offerings

Support customers and resolve issues

• Provide timely first-line support for customer questions, requests, and issues

• Troubleshoot issues where possible and coordinate with technical teams when specialist input is needed

• Ensure customers receive clear communication, ownership, and follow-up throughout the resolution process

Enable onboarding, training, and continuous improvement

• Support onboarding for new customers and help them get started successfully

• Deliver training sessions and contribute to resources that help customers maximize the value of 3Shape Audio solutions

• Participate in customer meetings, virtual and in-person events, tradeshows, and other customer-facing activities

Bring customer insights back into the business

• Gather feedback from customers and share relevant insights with Product, Support, R&D, and Customer Success teams

• Contribute to the development and improvement of customer success processes, tools, and initiatives

• Identify potential commercial opportunities and connect customers with the appropriate sales colleagues for follow-up

To succeed in your role, you should possess the following skills and competencies:

• Experience from customer success, customer support, technical support, sales, account management, or another customer-facing role

• Experience from audiology, hearing care, audio technology, healthcare technology, SaaS, or software solutions is an advantage, but not a requirement

• Strong communication skills and the ability to build trust, listen actively, and explain technical or workflow-related topics clearly

• A curious and practical mindset, with the ability to learn new software, workflows, and customer processes quickly

• A structured approach to problem-solving, follow-up, and customer communication

You will thrive in this role if you

• Enjoy working with customers and take pride in creating a positive and professional experience

• Are proactive, organized, and comfortable taking ownership from first contact to follow-up

• Collaborate well across functions and know when to involve colleagues to reach the best outcome

• Can balance empathy with structure when helping customers solve practical challenges

• Communicate clearly and keep stakeholders informed, both internally and externally

• Bring attention to detail, sound judgment, and a strong sense of accountability to your work

Being the part of us means:

• Meaningful work that helps to change the future of dentistry

• Work in a unique professional, friendly and supportive environment

• Constant professional growth and development

• A healthy work-life balance

• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc

• Breakfasts and lunches in the office

• Good working conditions in a comfortable office in UNIT.City

• A parking lot with free spaces for employees

• Occasional business trips to Western Europe

• Opportunity to become a part of the success that 3Shape has created over the past 25 years.

We will be glad to welcome you to our team!

For more information, visit our website: www.3shape.com and follow us on Instagram: https://www.instagram.com/3shape_ukraine/

You can contact our Talent Acquisition team via email: [email protected].