Team Lead, Customer Lifecycle Management

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:

At 3Shape, we are pioneers in digital dentistry, transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. Our technology empowers dental professionals to provide superior care and enhance patient outcomes, and we are committed to making a positive impact on the lives of our customers and their patients.

We are looking for a Team Lead to lead our Customer Lifecycle Management (CLM) team and to help build our Customer Lifecycle setup for the European market. The Customer Lifecycle Management setup is designed to expand proactive coverage across the customer install base, increasing retention, satisfaction, software adoption, and recurring revenue.

This is a hands-on leadership role for someone who can combine strong people leadership with operational discipline, customer understanding, and cross-functional collaboration. You will help turn the CLM strategy into a well-running team setup that drives measurable customer and business impact across Region Europe.

Areas of responsibility:

Lead and develop the Customer Lifecycle team

• Build, guide, and develop a high-performing team of Customer Lifecycle Management Consultants supporting customers from Region Europe

• Support the setup and implementation of a solid performance tracking against key objectives such as TRIOS Care renewals, software upgrades, CSAT, usage increase, and churn reduction

• Ensure accurate customer information and interaction history are maintained in CRM

• Use customer data, feedback, and operational insights to continuously improve team focus and engagement quality

• Drive a continuous feedback loop from customers into the organization to ensure customer feedback is reflected in future customer-facing initiatives and engagement strategies

• Foster a proactive, customer-focused, and collaborative team culture

• Collaborate across functions

• Work closely with Sales, Support, Marketing, Product & Customer Insights, Customer Success, and other relevant stakeholders to ensure customer needs are understood and addressed

• Share customer insights internally and escalate recurring themes, risks, or opportunities to relevant teams

• Partner closely with regional Customer Success teams to align customer engagement priorities, coordinate lifecycle activities, and ensure consistent customer experience across the customer journey

• Help ensure the team contributes to measurable customer value, operational efficiency, and long-term growth

Success criteria

• Increased usage and adoption of 3Shape solutions

• Improved customer retention and reduced churn

• Higher customer satisfaction scores

• Increased number of successful software upgrades

• Contribute to identified expansion and upgrade opportunities in our existing install base

• Maintain appropriate customer coverage and execution of planned lifecycle activities across install base

Education & experience

• Bachelor’s degree in Business, Marketing, Customer Success, Management, or a related field

• Experience in customer success, customer support, lifecycle management, customer operations, or a similar customer-facing function

• Previous people leadership, team coordination, or coaching experience

• Experience working with customer data, CRM systems, and performance indicators

• Experience in dental, medical technology, SaaS, or technology-driven environments is an advantage

Professional skills

• Strong customer-oriented mindset and ability to understand where customers are in the lifecycle, including adoption, retention, and satisfaction

• Strong analytical skills with the ability to translate customer data into meaningful team actions and scalable proactive engagement

• Ability to lead a team in supporting customers with product usage, updates, learning resources, and value realization

• Good understanding of sales processes and the ability to collaborate effectively with Sales on qualified opportunities

• Strong problem-solving skills and ability to balance customer needs, business priorities, and operational capacity

• Proficiency in CRM systems, preferably Microsoft Dynamics 365

• Ability to collaborate across Onboarding, Support, Sales, Marketing, Product Insights, and Customer Success

Personal skills

• Strong communicator, coach, and collaborator

• Structured, proactive, and comfortable driving clarity in a new or evolving setup

• Strategic and analytical mindset with strong execution focus

• Confident in guiding team members, representing customer needs, and engaging stakeholders

• Fast learner with interest in technology and digital solutions

• Receptive to feedback and committed to continuous improvement

• Fluent English is required. Additional REU market language skills are an advantage, especially French, German, Italian, or Spanish.

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].