Build 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!

About the role

Tandem 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 do

Define what excellent Customer Success looks like at Tandem

Rebuild the Customer Success foundations from scratch, including processes, playbooks, rituals, tools, and standards

Create a clear customer journey across onboarding, adoption, engagement, retention, expansion, and renewal readiness

Develop practical playbooks for customer onboarding, QBRs, success plans, health checks, escalation management, upsell opportunities, sales collaboration and ongoing engagement

Coach and train Medical Operations Specialists on how to deliver excellent Customer Success in their markets

Set the standards for how teams build trust, create value, manage relationships, and keep customers engaged

Help teams identify opportunities to upsell, expand, and deepen customer adoption

Create customer health frameworks that help teams spot risk, engagement gaps, and expansion opportunities early

Build rhythms for customer reviews, internal account discussions, feedback loops, and market-level performance tracking

Work with Product to ensure customer feedback is captured, structured, and translated into useful insight

Partner with Sales and Country teams to ensure a strong handover from sale to onboarding and long-term success

Evangelise Customer Success best practices across all Tandem markets

What you bring

You have built or significantly shaped a Customer Success function at a high-growth B2B SaaS scaleup

You have created CS processes, playbooks, operating rhythms, system setup and standards from scratch

You know what great customer onboarding, adoption, retention, engagement, and expansion look like

You have experience coaching and enabling others to deliver excellent Customer Success

You are commercially sharp and understand how Customer Success drives upsell, expansion, retention, and customer happiness

You are highly structured and can turn ambiguity into clear, repeatable ways of working

You understand SaaS metrics such as adoption, churn, retention, expansion, customer health, time to value, NRR, and GRR

You are excellent at stakeholder management and can influence teams across countries and functions

You are comfortable operating across multiple markets and adapting best practices to local contexts

Bonus points

Experience in healthcare, healthtech, clinical software, or another regulated industry

Experience working with complex B2B customers where success depends on workflow change and behaviour change

Experience enabling non-CS teams to deliver Customer Success as part of their role