Healthtech Customer Success Specialist

Tandem Health; Leiden; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

Tandem Health in Leiden, the Netherlands, is hiring a customer-facing specialist to be the front line for our healthcare SaaS platform. You’ll handle tickets and calls, triage issues, and help users get unstuck with clarity and empathy.

You’ll coordinate with product and engineering to fix issues, onboard new customers, and build support content. Dutch and English fluency are required; healthcare experience is a plus, and you’ll thrive in a fast-growing European healthtech environment.

Qualifications

• Experience in customer support, customer success, operations or service desk (SaaS/healthtech a plus).
• Calm under pressure handling high ticket/call volumes with empathy.
• Highly organized with ability to document, prioritise and follow up.
• Clear communication in Dutch and English; able to explain technical issues plainly.

Responsibilities

• Be the front line for customers: handle tickets and calls, resolving issues quickly.
• Triage and prioritise: identify urgent issues and elevate appropriately.
• Maintain customer relationships and ensure users feel heard and supported.
• Lead onboarding and training logistics: schedule sessions, share materials, ensure users know basics.
• Create and improve support content: FAQs, troubleshooting guides, internal knowledge base.
• Track recurring issues and surface product feedback to reduce future load.

Skills

Customer support

Customer success

Operations

Service desk

Empathy

Dutch & English

Tools

Zendesk

Intercom

Freshdesk

Job description

Build something monumental for Healthcare!

At Tandem Health we’re reimagining healthcare by putting clinicians first. Our platform - designed by clinicians, for clinicians - is built on deep insight into real-world pain points, with intuitive medical notes and workflows that truly support patient care.

We’re a fast-scaling health-tech company backed by top investors and expanding globally. We move fast, stay curious, and believe building something that matters starts with an extraordinary team. If you're passionate about impact and innovation, we'd love to meet you!

What you’ll be doing:

You act as the primary point of contact for a portfolio of healthcare clients, ranging from smaller accounts to strategic partners.

You develop a success plan for each client, establishing clear goals, adoption milestones, and a shared vision of what success looks like.

You plan and lead kick-off meetings, quarterly check-ins, and year-end reviews, ensuring that renewals never come as a surprise to either the client or us.

You identify risks early—such as declining usage, changing stakeholders, or dissatisfaction—and take action before they escalate into churn risks.

You spot upsell and cross-sell opportunities and pass them on to the appropriate colleagues; you do not handle sales yourself.

You collaborate with the support and implementation teams to ensure a consistent experience for all clients.

You recognize recurring patterns in adoption or complaints and share these insights with the product and support teams.

Who you are:

You have proven experience as a Customer Success Manager, Account Manager, or in a similar client-facing role within B2B SaaS; experience in healthtech or the healthcare sector is a plus.

You are comfortable holding strategic conversations with a wide range of stakeholders, from practice owners to healthcare group executives.

You excel at structuring a large, diverse client portfolio, prioritizing based on risk and value rather than who shouts the loudest.

You are data-driven, using usage metrics and signals to prepare for client conversations.

You are proficient in both Dutch and English.

You thrive in a fast-growing environment where processes aren't yet fully defined, and you enjoy helping to build them.

What you get:

The opportunity to help build the Customer Success team at a rapidly growing European healthtech scale-up, with room for career advancement.

A competitive salary and benefits package.

Regular team outings and social activities.

A fun and driven team!

Location:

This is a full-time position at our office in Leiden. You will occasionally travel to a client site for a kick-off or QBR, but the majority of your work is done from the office

Culture at Tandem

At Tandem, we move fast, think big, and take ownership. We're a high-performing, diverse team with a shared drive to change the future of healthcare - and we’re just getting started.

Our culture is built on action, ambition, and learning. You'll be trusted to take the lead, challenge yourself, and make an impact from day one. We believe real growth happens when you're stretched, supported, and surrounded by smart, passionate teammates who want to win together.

Even though we’re spread across countries, we come together often in Sweden for team meetings, social events, and offsites - blending global reach with real human connection.

We hire for talent, potential, and attitude - valuing different backgrounds and fresh perspectives. Great ideas come from everywhere, and we’re building a team that reflects the world we want to change.

Tandem handles sensitive patient data and will conduct a background check before hiring any candidate.