Customer Success Team Manager

Job Description

LuxCreo is the platform for personalized medical and dental devices. We are committed to innovation, product excellence, and customer success. Providing fully integrated solutions – cloud connected 3D printers, AI-enabled printing software, and advanced materials, LuxCreo is empowering doctors to deliver same-day, customized treatments that improve smiles, health, and well-being.. Backed by Kleiner Perkins, LuxCreo is a privately held company with North American headquarters in the Chicago Metropolitan Area.

Position Summary

We're on the hunt for a dynamic Customer Success Team Manager for the North America and Europe regions. This role will spearhead our efforts in ensuring exceptional post-sale experiences for our customers, fostering a customer-centric culture within the team, and leading the strategic development of our after-sales support and onboarding pipeline.

A successful candidate will be able to work cross-functionally with colleagues in software, hardware, material, and quality departments and quickly/deeply understand technical issues within a project. This candidate will often be in a customer-facing role and will be responsible for smooth delivery, installation, and management of key technologies and product solutions. We expect this candidate to be highly organized, experienced at client management, and collaborative across departments in different continents while maintaining a strong technical grasp of additive manufacturing technologies. This candidate will also be expected to be comfortable in a lab or manufacturing setting and will perform technical testing, product development, and audits.

A successful candidate will need to be able to communicate excellently and proactively, solve complex technical problems under pressure while presenting a professional face to clients, prioritize tasks, and think/act quickly and decisively in matters relating to software, hardware, and materials. While 3D Printing experience is preferred, quality candidates from other fields and walks of life are encouraged to apply. This position will be based in our Chicago office.

Qualifications

• Bachelor’s degree in chemistry, physics, or engineering field and >8 years of experience in technical customer support, or a master’s degree or higher in an equivalent field and >5 years of experience in technical customer support.

Responsibilities

TECHNICAL SUPPORT: Provide expert-level support and diagnostics for both hardware and software components of LuxCreo's products.

SOFTWARE UPDATE ROLLOUTS: Manage and oversee the publication of software update rollouts, ensuring that updates are effectively communicated and implemented for our customers.

RELEASE NOTES: Draft, publish, and communicate clear and concise release notes to inform our customers about the latest product updates and enhancements.

TICKET MANAGEMENT: Efficiently manage support tickets, ensuring timely resolution, and facilitating appropriate escalations when necessary.

PROCESS DEVELOPMENT: Design and implement robust infrastructure and processes to enhance customer support operations and efficiency.

TEAM LEADERSHIP: Lead, inspire, and manage a dynamic customer success team, ensuring consistent training, development, and performance evaluations.

CUSTOMER RELATIONSHIP MANAGEMENT: Cultivate strong, lasting relationships with customers by providing exceptional service and understanding their individual needs.

ONBOARDING & AFTER-SALES SUPPORT: Collaborate with the sales team to streamline the onboarding process for new customers, ensuring a seamless transition and a positive initial experience with LuxCreo.

CULTURE BUILDING: Champion a customer-centric culture within the team, where every member is dedicated to enabling and engaging our valued customers.

Requirements

• Managing support tickets.
• Software rollouts.
• Release note publication.
• Designing processes for customer feedback.
• Proven ability to build and maintain strong customer relationships.
• In-depth knowledge of both hardware and software diagnostic techniques.
• Excellent communication and leadership skills.
• Must have a genuine passion for empowering and engaging customers.

Skills

• Passion for 3D printing.
• Experience with 3D printing preferred.
• Excellent client management skills.
• Excellent problem-solving and communication skills.
• Well-organized and detail-oriented.
• Enthusiastic self-starter capable of working both independently and in a team.
• Ability to multi‐task and prioritize projects effectively.

What's in it for you?

• Competitive salary and benefits package.
• Opportunity to work in a fast-paced, innovative environment with a leading company in the 3D printing sector.
• Collaborative team atmosphere and the chance to make a tangible difference in the success and growth of our customers.
• Highly meaningful and impactful role that makes a measurable difference to our customers and their patients and clients.
• Be a key part of a transformative journey for digital dentistry and industrial production.

LuxCreo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

Job Type: Full-time

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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