Customer Success Manager - DSO

#WeChangeDentistry
Become a part of it.

The Straumann Group is a global leader in esthetic dentistry. We combine experience, scientific evidence, and innovation with passion, and are committed to uncompromising quality to provide dental professionals and patients worldwide with the best possible solutions.
As a pioneer and market leader in dental implantology, we have continuously expanded our portfolio in recent years. Today, we operate across the full spectrum of aesthetic dentistry—from tooth preservation and regeneration to restoration, orthodontics with clear aligner solutions, and digital workflows all the way to tooth replacement.

To strengthen our team, we are looking for a Customer Success Manager (CSM) – DSO who will focus on ensuring that Dental Service Organizations realize measurable value from Straumann solutions across their clinics and networks.

Dental Service Organizations (DSOs) are enterprise customers or alliances that manage multi-site dental practice locations supported by centralized service centers, frequently backed by private equity. These organizations can operate both locally and internationally.

Your Mission
As a Customer Success Manager for DSOs, you own adoption and value realization after purchase. Your primary mission is to ensure that DSOs and their clinics successfully implement and utilize Straumann solutions, achieving their clinical, operational, and business outcomes.

You will drive structured onboarding, adoption, operational health, and long-term customer value, particularly for solutions that include implementation of dental implant systems, digital platforms, workflows, services, training programs, and complex multi-site implementations.

You act as a strategic partner for DSO leadership and clinic stakeholders, ensuring alignment between Straumann solutions and the customer’s operational goals.

This position reports directly to the Head of DSO Benelux North. 

Your Responsibilities
Customer Success & Value Realization

• Develop and execute success plans for DSOs and their clinic networks, including defined outcomes, milestones, and adoption metrics.
• Ensure customers achieve measurable value from Straumann products, services, and digital workflows.
• Monitor adoption, usage, and operational health indicators across multiple clinics.

Onboarding & Enablement

• Lead structured onboarding programs for new DSO customers and clinic rollouts.
• Collaborate closely with Area Sales Management and Account Management teams to coordinate multi-site implementations of Straumann solutions across DSO networks.
• Organize and manage training programs, adoption campaigns, and user enablement initiatives.
• Support clinics with user management, onboarding processes, and best practices for digital workflows.

Operational Governance

• Support Head of DSO with regular business reviews with DSO leadership and key stakeholders.
• Contribute in monthly operational meetings with DSO leadership following the respective onboarding playbook.
• Track operational performance, adoption levels, and value realization against success plans.
• Align stakeholders across clinics, DSO leadership, and Straumann internal teams to ensure successful day-to-day operations.

Renewal & Expansion Readiness

• Provide customer health insights, adoption data, and value evidence to support renewal and expansion opportunities.
• Collaborate closely with Area Sales Management and Account Management teams to identify growth opportunities within the DSO network.
• Contribute insights that support cross-selling and long-term strategic partnerships.

Voice of the Customer

• Collect structured customer feedback, feature requests, and process improvement opportunities.
• Translate customer insights into actionable input for product management, marketing, and service teams.
• Advocate internally for improvements that enhance customer experience and outcomes
  Cross-Functional Collaboration.
• Work closely with, Sales, Marketing, Education, and Customer Service teams.
• Support strategic DSO initiatives and ensure consistent execution across Straumann functions.

Your Profile

• Bachelor or Master degree in business economics or a related field.
• Experience in (Key) Account Management, Consulting, or Implementation roles, ideally in healthcare or dental markets.
• Demonstrated project management skills in coordinating initiatives across distributed teams and locations.
• Strong ability to manage complex stakeholder environments and coordinate cross-functional teams.
• Experience with implant dentistry, digital platforms, software adoption, or workflow implementation is a strong advantage.
• Analytical mindset with the ability to translate usage data and adoption metrics into actionable insights.
• Excellent communication and presentation skills, able to explain complex topics clearly.
• Strong customer orientation with a consultative and solution-driven mindset.
• Fluent in English (additional languages are a plus).

What We Offer

• A dynamic and innovative environment within a global leader in dental solutions.
• The opportunity to work with leading Dental Service Organizations and shape long-term partnerships.
• Continuous professional and personal development opportunities.
• A collaborative team culture with flat hierarchies and modern ways of working.
• Attractive salary and performance-based bonuses.
• A 13th month salary.
• 28 vacation days.
• Company car, iPad, laptop, and phone.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.