At a Glance
- Tasks: Drive customer success and engagement with our innovative PMS solutions.
- Company: Join Henry Schein One, a leader in dental practice solutions.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Collaborative culture with regular meet-ups and a focus on continuous improvement.
- Why this job: Make a real impact by empowering dental practices to deliver exceptional patient care.
- Qualifications: Experience in Customer Success and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
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.
What you’ll bring with you
- 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.
Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.
Customer Success Manager employer: Henry Schein
Henry Schein is an excellent employer for dental professionals, offering a supportive work environment in Chester that prioritises high-quality patient care and professional growth. With access to in-house CPD events, substantial referral incentives, and discounts on dental services, employees can thrive both personally and financially while contributing to a well-equipped practice dedicated to excellence in NHS and private dentistry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Henry Schein. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Henry Schein before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Henry Schein:Your cover letter is your chance to shine! Tell us why you want to work at Henry Schein specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Henry Schein!
How to prepare for a job interview at Henry Schein
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
