Head of Customer Success

Tandem Health; Stockholms kommun; On-site; SEK 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Salary & stock options

30 days vacation

Wellness allowance

Parental leave top-up

Private medical insurance

Mindler mental health support

Pension program

Team offsites & social events

Job summary

Tandem Health is seeking a Head of Customer Success to define what world-class customer success looks like at Tandem. This role is not about building a traditional CS team, but about setting foundations, processes, playbooks, rhythms, and standards that empower our markets to deliver exceptional customer experiences.

You will ensure onboarding, adoption, engagement, retention and value realization across journeys, collaborating with Medical Operations Specialists, Product Delivery Managers,

Qualifications

• You have built or shaped a Customer Success function at a high-growth B2B SaaS scaleup.
• You have created CS processes, playbooks, rhythms, system setups and standards from scratch.
• You understand onboarding, adoption, retention, engagement and expansion in CS.

Responsibilities

• Define what excellent Customer Success looks like at Tandem.
• Rebuild CS foundations: processes, playbooks, rituals, tools, standards.
• Create a clear customer journey across onboarding to renewal readiness.
• Develop playbooks for onboarding, QBRs, health checks, upsell, and engagement.
• Coach Medical Operations Specialists to deliver CS in markets.
• Set standards for trust, value, relationships, and engagement.
• Identify upsell, expansion, and deeper adoption opportunities.
• Create customer health frameworks to spot risk early.
• Build rhythms for reviews, feedback, and market performance tracking.
• Work with Product to translate feedback into insight.
• Partner with Sales and Country teams for handover from sale to onboarding.
• Evangelise CS best practices across Tandem markets.

Skills

CS strategy design

Stakeholder management

Business acumen

Coaching & enablement

SaaS & scaleup

Analytics & AI

Multi-market activation

Job description

Tandem Health is scaling across multiple markets, and we are looking for a Head of Customer Success to define what world-class customer success looks like at Tandem.

This role is not primarily about building a traditional Customer Success team. Instead, you will set up the foundations, processes, playbooks, rhythms, and standards that enable our teams in every market to deliver an excellent customer experience.

You will work closely with our Medical Operations Specialists, Product Delivery Managers, Sales, Product and leadership to ensure customers are successfully onboarded, deeply engaged, continuously supported, and able to realise clear value from Tandem throughout their journey.

You will be responsible for turning Customer Success into a repeatable, high-quality discipline across Tandem - helping us retain customers, drive expansion, increase engagement, and create consistently excellent customer relationships across markets.

What you will do

• 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

What you bring

• 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
• Experience in healthcare, healthtech, clinical software, or another regulated industry
• Experience working with complex B2B customers where success depends on workflow change and behaviour change
• Experience enabling non-CS teams to deliver Customer Success as part of their role
• Experience building customer health scoring, QBR frameworks, onboarding journeys, and renewal processes
• Experience using AI, automation, analytics, or customer intelligence tools to improve Customer Success workflows
• Experience scaling Customer Success best practices across several countries or markets

Location

We believe the best ideas happen when we’re together. This is a full-time role based in Stockholm where you will work primarily in order to collaborate, connect, and build our culture.

• Screening interview with Talent Acquisition
• First interview with Head of Commercial Excellence
• Second interview with our CEO
• Working Day - Join us in the Stockholm office for a day to experience our culture firsthand, collaborate with our team, and see how you work in action.
• Competitive salary & company stock options
• 30 days/year of paid vacation
• 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives
• Generous Parental leave top-up for new parents
• Private Medical Insurance to stay healthy
• Mental health support through our partner Mindler
• Pension program
• Social and team-building activities (off-sites, after works, winter/summer parties)
• An opportunity to make a real positive impact in the world of healthcare
• Work with some of the best minds in AI, healthcare, and engineering.

We review our benefits packages on a regular basis and might modify our benefits from time to time.

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.