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Head of Customer Success

Tandem Health· Commercial
Apply on company site
StockholmSEK 0Full-timePosted 3mo ago

About the role

Lead the definition and implementation of world-class customer success at Tandem Health. Build foundations, processes, playbooks, rhythms, and standards to enable markets to onboard, engage, support, and realize value from Tandem across the customer lifecycle.

Responsibilities

  • Define what excellent Customer Success looks like at Tandem
  • Rebuild the Customer Success foundations from scratch, including processes, playbooks, rituals, tools, and standards
  • Create a clear customer journey across onboarding, adoption, engagement, retention, expansion, and renewal readiness
  • Develop practical playbooks for customer onboarding, QBRs, success plans, health checks, escalation management, upsell opportunities, sales collaboration and ongoing engagement
  • Coach and train Medical Operations Specialists on how to deliver excellent Customer Success in their markets
  • Set the standards for how teams build trust, create value, manage relationships, and keep customers engaged
  • Help teams identify opportunities to upsell, expand, and deepen customer adoption
  • Create customer health frameworks that help teams spot risk, engagement gaps, and expansion opportunities early
  • Build rhythms for customer reviews, internal account discussions, feedback loops, and market-level performance tracking
  • Work with Product to ensure customer feedback is captured, structured, and translated into useful insight
  • Partner with Sales and Country teams to ensure a strong handover from sale to onboarding and long-term success
  • Evangelise Customer Success best practices across all Tandem markets

Qualifications

  • You have built or significantly shaped a Customer Success function at a high-growth B2B SaaS scaleup
  • You have created CS processes, playbooks, operating rhythms, system setup and standards from scratch
  • You know what great customer onboarding, adoption, retention, engagement, and expansion look like
  • You have experience coaching and enabling others to deliver excellent Customer Success
  • You are commercially sharp and understand how Customer Success drives upsell, expansion, retention, and customer happiness
  • You are highly structured and can turn ambiguity into clear, repeatable ways of working
  • You understand SaaS metrics such as adoption, churn, retention, expansion, customer health, time to value, NRR, and GRR
  • You are excellent at stakeholder management and can influence teams across countries and functions
  • You are comfortable operating across multiple markets and adapting best practices to local contexts

Skills

Required:Customer Success leadershipCS process design

Benefits

  • Competitive salary & company stock options
  • 30 days/year of paid vacation
  • 5,000 SEK wellness allowance plus 6,000 SEK yearly for health initiatives
  • Generous Parental leave top-up for new parents
  • Private Medical Insurance
  • Mental health support through Mindler
  • Pension program
  • Social and team-building activities (off-sites, after works, winter/summer parties)
  • Opportunity to impact healthcare industry
  • Collaboration with AI, healthcare, and engineering professionals
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Tandem Health

Your AI assistant for every step of care

Tandem captures consultations and prepares structured clinical notes, documents, and codes for review. Designed for safe, compliant use across clinical care.

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