Head of Customer Success (Healthcare SaaS)

Location: Stockholm, Sweden; on-site

Company

hirify.global is a fast-scaling health-tech company building a clinician-focused platform with medical notes and workflows that support patient care.

What you will do

• Define world-class Customer Success standards across Tandem's markets.
• Rebuild Customer Success foundations, including processes, playbooks, rituals, tools, and operating standards.
• Create customer journeys covering onboarding, adoption, engagement, retention, expansion, and renewal readiness.
• Develop playbooks for onboarding, QBRs, success plans, health checks, escalations, upsell opportunities, and sales collaboration.
• Coach Medical Operations Specialists and establish customer review, account discussion, and market performance rhythms.
• Partner with Product, Sales, Country teams, and leadership to capture feedback, improve handovers, and increase customer value.

Requirements

• Experience building or significantly shaping Customer Success at a high-growth B2B SaaS scaleup.
• Experience creating Customer Success processes, playbooks, operating rhythms, system setups, and standards from scratch.
• Strong understanding of onboarding, adoption, retention, engagement, expansion, customer health, churn, NRR, and GRR.
• Commercial judgment and experience connecting Customer Success with upsell, expansion, retention, and customer satisfaction.
• Strong stakeholder management skills across countries and functions, with the ability to adapt practices to local markets.
• Full-time, on-site work in Stockholm is required. Applications should include a CV in English.

Nice to have

• Experience in healthcare, healthtech, clinical software, or another regulated industry.
• Experience with complex B2B customers, workflow change, and behavior change.
• Experience enabling non-CS teams, building health scoring and QBR frameworks, or designing onboarding and renewal processes.
• Experience using AI, automation, analytics, or customer intelligence tools to improve Customer Success workflows.
• Experience scaling Customer Success practices across countries or markets.

Culture & Benefits

• Full-time collaboration from the Stockholm office with regular team meetings, social events, and offsites in Sweden.
• Competitive salary and company stock options.
• 30 days of paid vacation per year and a 5,000 SEK wellness allowance.
• Additional 6,000 SEK yearly allowance for health-related initiatives.
• Parental leave top-up, private medical insurance, mental health support, and a pension program.
• Opportunity to work with specialists in AI, healthcare, and engineering on clinician-focused technology.

Hiring process

• Screening interview with Talent Acquisition.
• First interview with the Head of Commercial Excellence, followed by a second interview with the CEO.
• Working Day in the Stockholm office to collaborate with the team and demonstrate working style.