Head of DSO, UK & Ireland

Reports to: Country Manager, UK & Ireland

Direct Reports: Key Account Manager (x2), Customer Success Manager

Location: Reading, UK

Travel: Regular travel within the UK & Ireland; occasional international travel (primarily to Denmark)

Job Definition

The Head of DSO, UK & Ireland holds overall strategic, commercial and people leadership responsibility for 3Shape's Dental Service Organisation (DSO) business across the UK and Ireland.

The role is accountable for defining, owning and executing the UK&I DSO growth strategy, accelerating revenue growth, winning new strategic DSO customers, expanding engagement with existing customers, and strengthening 3Shape's position as a strategic technology partner to leading DSOs.

The Head of DSO will manage a team comprising two Key Account Managers and one Customer Success Manager. Together with the team, this individual will build and maintain long-term partnerships that drive adoption, integration and expansion of 3Shape's digital dentistry solutions.

The role owns the full DSO commercial journey, from market segmentation, account prioritisation and opportunity identification through commercial negotiation, implementation, adoption, retention and expansion.

This is a hands‑on commercial leadership position, with direct responsibility for leading the most strategic DSO relationships and opportunities while enabling the wider team to perform and grow.

Key Responsibilities

• Define and execute the UK&I DSO strategy and annual growth plan, including revenue, customer acquisition and account targets.
• Segment the DSO market and identify priority accounts, growth opportunities and required resources.
• Identify new DSO opportunities and increase 3Shape's share of wallet within existing customers.
• Lead major DSO opportunities from business case development and proposal creation through negotiation, contract finalisation and implementation.
• Build joint account plans with key resellers involved in DSO opportunities.
• Scale the UK&I DSO commercial organisation by enhancing account governance, pipeline management, forecasting, commercial processes and cross‑functional execution.
• Monitor competitor activity, DSO purchasing trends and customer requirements, using insights to continuously refine the DSO strategy.
• Coordinate Sales, Finance, Customer Success, Marketing, Academy, Product and Operations teams around major DSO opportunities, ensuring clear ownership and accountability.
• Represent UK&I DSO priorities in European and Global forums and ensure that critical customer requirements are addressed internally.
• Partner with Customer Success Managers to drive pilot programmes, establish adoption and usage targets for priority DSOs, monitor performance and improve customer outcomes.
• Leverage scanner, software and subscription usage data to identify underutilisation, retention risks and expansion opportunities.
• Collaborate with Marketing and Academy teams to develop scalable onboarding, training and clinical education programmes that support DSO adoption.
• Utilise Key Opinion Leaders (KOLs), webinars, events and clinical education initiatives to support strategic DSO opportunities and increase product adoption.
• Set clear direction and priorities for the team, fostering the engagement, accountability and motivation required to achieve business goals.
• Lead and develop the DSO Key Account Managers and Customer Success Manager by establishing individual objectives, account ownership and development plans.
• Regularly review pipeline performance, account plans, forecasts and results, while coaching team members on account planning, executive stakeholder engagement, negotiation, commercial proposal development and deal execution.
• Share DSO best practices across the wider UK&I commercial organisation.
• Recruit and onboard additional DSO team members as the business expands.

Required Education and Experience

• 10+ years of experience in strategic sales, business development, enterprise or key account management, or commercial leadership.
• Demonstrated ability to lead and develop commercial teams, including setting direction, coaching talent and fostering a collaborative culture with clear accountability for results.
• Proven experience managing complex B2B and enterprise customer relationships, negotiating high‑value agreements and building trusted relationships with C‑suite stakeholders.
• Strong track record of delivering revenue growth and executing strategic account plans and multi‑year customer growth strategies.
• Demonstrated ability to work effectively across multiple business functions within an international matrix organisation.
• Excellent negotiation, communication and executive presentation skills.

Preferred Education and Experience

• 3+ years of experience in dental, MedTech, healthcare technology or a related industry.
• Proven experience working with DSOs, dental groups, healthcare organisations or reseller networks.
• Understanding of digital dentistry, intraoral scanning, CAD/CAM solutions, dental software and subscription‑based technologies.
• Experience collaborating across Sales, Marketing, Academy/Education and Customer Success functions.

We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

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