Clinical Customer Success Specialist

What if your clinical expertise could shape the future of digital dentistry — one clinician at a time?

At 3Shape Design Services, we sit at the intersection of cutting-edge dental technology and real-world clinical impact. We are looking for a Clinical Customer Success Specialist who brings deep orthodontic knowledge and a genuine passion for helping dental professionals do their best work — not just someone who manages accounts, but someone who becomes the trusted partner that clinicians turn to when it matters most.

WHY THIS ROLE

More than customer success — this is clinical partnership

You will be the face and voice of 3Shape Design Services to a portfolio of clinicians. You will not be reading from a script or navigating rigid playbooks — you will be drawing on your clinical background to hold real conversations about workflows, case outcomes, and what our design services can genuinely do for a practice.

This role exists because our clients are not just customers: they are professionals who have invested their reputation in the services they recommend. They need someone who understands them — who has stood in a clinic, reviewed cases, and knows firsthand what "excellent" means in orthodontics. If that is you, this is the kind of role where your clinical years translate directly into strategic impact.

THE SCOPE

Your day-to-day: clinical, strategic, and never boring

 3Shape Design Services provides high-quality dental design services to clinicians and labs worldwide — from full arch digital designs to orthodontic case support. As a Clinical CSS, you will manage your own portfolio of clients, serving as their single point of contact from onboarding through long-term success.

In practice, this means your week might include reviewing a complex orthodontic case with a doctor, hosting a product webinar for forty clinicians, flagging a retention risk to the leadership team, and building out a training video that will reach hundreds of new users. You move between the clinical and the commercial effortlessly — because you understand both.

You will be responsible for:

• Communicating all design service options and clinical workflows clearly and convincingly to clients

• Demoing services and onboarding new clinicians; serving as their dedicated point of contact across the entire client lifecycle

• Providing orthodontic consultations and case reviews to support clinical decision-making

• Meeting with customers to handle inquiries, escalations, and requests with empathy and speed

• Documenting all client interactions accurately in CRM systems to ensure seamless team visibility

• Creating training materials — documents, video guides, and live sessions — that genuinely help clinicians get the most from our services

• Hosting and leading webinars for large audiences, making complex topics accessible and engaging

• Collaborating daily with the orthodontic team and leadership to resolve issues and improve the client experience

• Analyzing client data to identify trends, spot risks early, and develop action plans

• Bringing new ideas and workflow improvements to the leadership table — and following them through

WHO YOU ARE

Clinical roots. Commercial mindset. People-first attitude.

You are probably the kind of person who can explain a complex orthodontic workflow clearly to a skeptical doctor — and then jump on a CRM to log the conversation and flag a follow-up before lunch. You thrive when you have ownership, you communicate proactively, and you find genuine satisfaction in seeing a client succeed because of something you built or taught or resolved.

What you need to bring:

• A clinical background in dentistry or orthodontics — this is not negotiable. You have worked directly with doctors and you understand their world.

• Proven experience in customer success, customer support, or a client-facing commercial role — you know how to manage a portfolio and build trust over time.

• The ability to demo services, onboard clients, and create training materials that people actually use and appreciate.

• Excellent written and spoken English — you are clear, professional, and warm in every communication.

• Comfort with Microsoft Office and CRM tools, and the analytical mindset to make sense of client data.

What will set you apart:

• Orthodontic specialization and hands-on experience supporting orthodontic teams or workflows

• Experience designing or delivering training content for adult professional audiences

• A structured, results-driven way of working — you keep your commitments and you track what matters

• A calm, collaborative disposition under pressure — you de-escalate, you listen, and you find solutions

OUR CULTURE

The values we live by

3Shape's culture is built on five values that shape how we work every day — as individuals, as teams, and as a company. In this role, you will live these out in every client conversation, every webinar, and every initiative you lead.

• Stay Customer-Centric: Your clients are at the heart of every decision you make.

• Innovate with Passion: You bring new ideas and a pioneering spirit to everything you do.

• Champion Team Spirit: You thrive in collaborative, cross-functional environments.

• Take Ownership: You lean in, you follow through, and you are the change you seek.

• Play to Win: You set ambitious goals and learn from both wins and setbacks.

WHAT WE OFFER

A place where your work moves the needle

Joining 3Shape Design Services means becoming part of a global organization that has been transforming digital dentistry since 2000 — with colleagues across more than 50 nationalities and a culture built on co-creation, respect, and ambition.

• A collaborative, international team where your clinical expertise is genuinely valued — not just listed on a job spec

• Real ownership from day one: your ideas, your initiatives, your clients

• An environment where you are encouraged to grow, take initiative, and challenge the status quo

• Access to cutting-edge dental technology and the satisfaction of helping professionals deliver better patient outcomes

• A vibrant workplace culture grounded in purpose: enabling superior dental care, for every patient, every time

Ready to bring your clinical expertise to the next level?

Apply now and tell us about a time your clinical knowledge made a real difference for a client or a team.