• About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.
We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world-class SaaS products.

Culture matters to us. Celebrated as one of the ‘Sunday Times UK’s Best Places to Work’ companies, our culture as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

Culture

Customer success is at the heart of everything we do.
We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations–we are creating long-lasting partnerships that drive positive outcomes.

How You’ll Make An Impact

Working within our Customer Success team, you will be responsible for the successful adoption of our value-added products (VAP’s) and ensuring that our customers achieve value and verified outcomes from their investments. By focusing on feature success and maximising business opportunities for existing customers, you will contribute to reducing churn within the business.

What You’ll Do

• Maintain a solid understanding of the existing customer base and their VAP adoption
• Consult with existing customers to drive increased value in relevant products in line with their goals
• Work closely with CSMs to drive feature adoption and support their BoB, identifying existing customers that could be moved to a new segmentation
• Use Gainsight and MPC to monitor ‘at-risk’ customers and proactively work with them to drive adoption and increase value in their investment
• Collaborate with the wider Customer Success team and third parties to help identify opportunities and initiatives for improving sales and customer retention for each product
• Problem-solve and challenge the way customers interact with our features to improve their business outcomes
• Demonstrate thought leadership on our products, and provide continuous feedback to the Product team with suggestions for improvements
• Support Features Delivery with installations and training, as required
• Take ownership and personal responsibility for achieving customer outcomes and exceeding expectations
• Utilise data and leverage analytics to drive decision-making and inform customer strategies
• Leverage tooling effectively to work efficiently and maximise productivity

What You’ll Bring With You

• Experience within a customer experience-focused role
• Exposure to ensuring the adoption and usage of software/SaaS products
• Track record of meeting and exceeding a variety of performance and growth KPIs
• Knowledge of using a CRM to make data-driven decisions

Desirable:

• Exposure to dental practice management software
• Knowledge of Gainsight or HubSpot

Who Would Suit This Role

• Someone at the early stage of their customer success career and still building their depth of CS knowledge > likely working on smaller-size products or customers.
• Influential - you’re able to drive customer growth and outcomes
• Proactive - ability to independently make decisions and drive outcomes
• Confident - naturally able to build strong partnerships with customers
• Pace - Ability to collaborate and coordinate work with multiple stakeholders
• People Person - You thrive at building relationships and leading conversations, it’s what you enjoy and it fuels your passion.

Our Benefits

• https://careers.henryscheinone.co.uk/benefits-and-rewards
  Note that this position is eligible for a performance-related bonus

Diversity & Values

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:

• Community
• Caring
• Career