Customer Success Manager (m/f/d)

Job Description

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, manufacturer and artist in the world.

Our Customer Success team works closely with industry-leading organizations to help them achieve their 3D printing goals. From developing onboarding plans, to introducing new products, to quarterly account reviews, to serving as a quarterback for technical or support requests, our Customer Success Managers sit at the intersection of Services and Sales and are the first point of contact for strategic Formlabs customers to address their 3D printing needs. We strive for our customers to get the most value possible from their Formlabs fleet, as quickly as possible.

The Job:

• Partner with our Services and Sales teams to provide a streamlined customer experience end-to-end
• Increase customer lifetime value, and reduce likelihood of churn
• Collaborate with Sales to Identify new business opportunities within customer accounts
• Help facilitate the troubleshooting of printer/product issues experienced
• Educate customers on printing, workflows, new product and service offerings
• Manage 100-200 customers, including some Channel end customers
• Collaborate with Formlabs’ regional channel managers to offer end customers best-in-class services

You:

• Speak English and German fluently
• Provide a strong customer-facing experience (verbally and in writing)
• Love building customer relationships
• Love using data to drive your work
• Proactively seek out opportunities to make your customer’s day
• Are an entrepreneurial self-starter
• Have strong experience using Excel or Google Sheets
• Have 3D printing experience

Bonus Skills:

• Experience printing on the Form 2 or Form 3
• Extensive Salesforce or Tableau reporting experience
• Previous use of customer success management CRM
• Knowledge of the dental industry, such as orthodontic model production workflows, including scanning and software
• Speak a third European language fluently such as French, Italian or Spanish

We Offer:

• An inclusive, dog-friendly office with diverse and inspiring colleagues
• Shares in the company (we’re a Unicorn company)
• Development opportunities both in-house and offsite
• Catering 3x per week, free beverages and snacks
• 50 EUR mobility subsidy (incl. BVG Firmenticket & Swapfiets)
• Discount for Urban Sports Club
• Unlimited 3D prints
• Fun team events

We build amazing things. Come join us.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Even if you don't check every box, but see yourself contributing, please appl y. Help us build an inclusive community that will change the face of 3D printing.