About the role
At Tandem Health, the team focuses on transforming healthcare by creating clinician-centric software that addresses real-world challenges. The company is rapidly expanding globally and values innovation, impact, and a strong team culture. The Head of Customer Success will play a pivotal role in establishing the company's customer success framework, ensuring clients receive excellent support and value from the platform.
This leadership role involves designing and implementing foundational customer success processes, including onboarding, engagement, and renewal strategies. The person will collaborate with various teams such as Medical Operations, Product, and Sales to develop playbooks, standards, and rhythms that promote customer retention, expansion, and satisfaction across multiple markets. Coaching and enabling teams to deliver consistent success is a key part of the role.
Candidates should have experience building or significantly shaping customer success functions within high-growth SaaS companies, with a focus on creating scalable processes and metrics. Strong stakeholder management skills, adaptability across markets, and a background in SaaS metrics like retention and expansion are essential. Experience in healthcare or regulated industries, along with familiarity with AI and automation tools, would be advantageous. The role is based in Stockholm and involves working onsite.