Customer Success Manager

How you’ll make an impact  

As a Customer Success Manager at Henry Schein One, you will drive customer adoption, value realisation, retention and growth across our PMS solutions. You will help our customers successfully adopt the product, unlock meaningful outcomes and expand their usage while serving as the internal voice of the customer to influence continuous improvement. 
Focused on empowering dental practices to operate efficiently and deliver exceptional patient care, you will apply a digital‑first, data‑driven approach to create scalable, seamless customer experiences that build trust and long‑term loyalty. 

What you'll do  

• Lead strategic business reviews with customers to align on goals, track progress and demonstrate measurable value through data‑driven insights. 

• Monitor customer health using dashboards and automated alerts, proactively identifying risks and applying structured retention strategies when needed. 

• Develop and maintain standardised digital success plans that connect customer goals with product capabilities and provide clear visibility of outcomes over time. 

• Capture customer sentiment through NPS and feedback loops, using scalable processes to improve the customer experience and strengthen advocacy. 

• Deliver digital‑first education programs including webinars, presentations, and podcasts to drive product adoption with repeatable, measurable engagement. 

• Promote best practice adoption and support value added product uptake to maximise operational efficiency and product value. 

• Collaborate with Product teams by synthesising insights from customer feedback, support trends and Academy learning data to inform in‑product success initiatives. 

• Activate and scale customer advocacy by identifying and nurturing champions for case studies, references, and community involvement. 

• Foster peer‑to‑peer learning and share best practices through scalable community channels, supporting customer engagement and self‑service. 

• Maintain accurate CRM records to ensure data integrity, actionable insights and reliable reporting across the customer lifecycle. 

• Analyse Academy engagement trends and collaborate cross functionally to improve customer outcomes using standardised reporting processes. 

• Attend trade shows or events as required. 

• Although primarily remote, regular planned meet‑ups will take place at our Head Office. 

• Previous experience within Customer Success with proven impact across key CS metrics 

• Clear, confident communication skills, able to build trust, lead strategic conversations, and deliver engaging sessions. 

• A collaborative, customer‑centric mindset, working effectively with cross‑functional teams to champion customer outcomes. 

• Experience with webinar or digital‑education platforms (e.g., Zoom, HubSpot Academy, Articulate) 

• Preferred but not essential: Customer Success certifications (CCSM, Success HACKER, Gainsight, Cisco/TSIA) 

• Preferred but not essential: Healthcare or dental industry experience