Head of Customer Success (B2B SaaS)

Location: Stockholm, Sweden. Full-time, on-site role with regular collaboration in the Stockholm office.

Company

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

What you will do

• Define world-class Customer Success standards across Tandem's markets.
• Build Customer Success foundations from scratch, including processes, playbooks, operating rhythms, tools, and standards.
• Design customer journeys covering onboarding, adoption, engagement, retention, expansion, and renewal readiness.
• Create playbooks for onboarding, QBRs, success plans, health checks, escalations, upsell opportunities, sales handovers, and ongoing engagement.
• Coach Medical Operations Specialists and enable market teams to deliver consistent customer value.
• Partner with Product, Sales, Country teams, and leadership to structure feedback, improve adoption, track performance, and identify customer risks and expansion opportunities.

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, engagement, retention, expansion, churn, customer health, time to value, NRR, and GRR.
• Experience coaching and enabling others to deliver Customer Success.
• Commercial acumen, strong stakeholder management, and the ability to influence teams across countries and functions.
• Ability to work full-time on-site in Stockholm; 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 and workflow or behavior change.
• Experience building customer health scoring, QBR frameworks, onboarding journeys, and renewal processes.
• Experience using AI, automation, analytics, or customer intelligence tools in Customer Success workflows.
• Experience scaling Customer Success practices across multiple countries or markets.

Culture & Benefits

• Competitive salary and company stock options.
• 30 days of paid vacation per year.
• 5,000 SEK wellness allowance plus an additional 6,000 SEK yearly for health-related initiatives.
• Parental leave top-up, private medical insurance, mental health support, and a pension program.
• Team-building activities, off-sites, after-work events, and seasonal parties.
• High-performance, diverse culture focused on ownership, learning, collaboration, and impact in healthcare.

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, including collaboration and an assessment of working style.