Head of Customer Success

Head of Customer Success LocationStockholmEmployment TypeFull timeLocation TypeOn-siteDepartmentCommercialBuild 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!Please Note: As we enter the summer vacation period, responses to applications will be delayed throughout July. We appreciate your patience while the team takes a well-earned break. We'll be back in full force from August! About the roleTandem 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 doDefine what excellent Customer Success looks like at TandemRebuild the Customer Success foundations from scratch, including processes, playbooks, rituals, tools, and standardsCreate a clear customer journey across onboarding, adoption, engagement, retention, expansion, and renewal readinessDevelop practical playbooks for customer onboarding, QBRs, success plans, health checks, escalation management, upsell opportunities, sales collaboration and ongoing engagementCoach and train Medical Operations Specialists on how to deliver excellent Customer Success in their marketsSet the standards for how teams build trust, create value, manage relationships, and keep customers engagedHelp teams identify opportunities to upsell, expand, and deepen customer adoptionCreate customer health frameworks that help teams spot risk, engagement gaps, and expansion opportunities earlyBuild rhythms for customer reviews, internal account discussions, feedback loops, and market-level performance trackingWork with Product to ensure customer feedback is captured, structured, and translated into useful insightPartner with Sales and Country teams to ensure a strong handover from sale to onboarding and long-term successEvangelise Customer Success best practices across all Tandem marketsWhat you bringYou have built or significantly shaped a Customer Success function at a high-growth B2B SaaS scaleupYou have created CS processes, playbooks, operating rhythms, system setup and standards from scratchYou know what great customer onboarding, adoption, retention, engagement, and expansion look likeYou have experience coaching and enabling others to deliver excellent Customer SuccessYou are commercially sharp and understand how Customer Success drives upsell, expansion, retention, and customer happinessYou are highly structured and can turn ambiguity into clear, repeatable ways of workingYou understand SaaS metrics such as adoption, churn, retention, expansion, customer health, time to value, NRR, and GRRYou are excellent at stakeholder management and can influence teams across countries and functionsYou are comfortable operating...