Job Description 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. 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. Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes. We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place. Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request. US Candidates: jobsupport@henryschein.com UK and Ireland Candidates: UKHSHRRecruitment@henryschein.co.uk Australia and New Zealand Candidates: APACCareers@henryscheinone.com Malaysia Candidates: CNHR@henryschein.com Italy Candidates: risorse.umane@henryschein.it It is important to us to offer different types of work arrangements. Please see the types we offer below: Work From Home: Work is performed directly from the TSM's home office. Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required. Onsite: Work is performed exclusively at a company facility. Field: Position requires traveling to different locations within a specific geographic territory, as assigned.