Head of Customer Success

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 markets What 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 across multiple markets and adapting best practices to local contexts Bonus pointsExperience in healthcare, healthtech, clinical software, or another regulated industryExperience working with complex B2B customers where success depends on workflow change and behaviour changeExperience enabling non-CS teams to deliver Customer Success as part of their roleExperience building customer health scoring, QBR frameworks, onboarding journeys, and renewal processesExperience using AI, automation, analytics, or customer intelligence tools to improve Customer Success workflowsExperience scaling Customer Success best practices across several countries or markets LocationWe 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. How to ApplyWe adopt a continuous selection process, so please make sure to apply with your CV in English.Our interview process consists of stages:Screening interview with Talent AcquisitionFirst interview with Head of Commercial ExcellenceSecond interview with our CEOWorking 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. BenefitsCompetitive salary & company stock options30 days/year of paid vacation5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiativesGenerous Parental leave top-up for new parentsPrivate Medical Insurance to stay healthyMental health support through our partner MindlerPension programSocial and team-building activities (off-sites, after works, winter/summer parties)An opportunity to make a real positive impact in the world of healthcareWork 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. Culture at TandemAt 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.