Head of Customer Experience

Tandem Health

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! Please Note: As we enter the summer vacation period, responses to applications will be delayed throughout July. We appreciate your patience while the team takes a well-earned break. We'll be back in full force from August! 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 * Experience building customer health scoring, QBR frameworks, onboarding journeys, and renewal processes * Experience using AI, automation, analytics, or customer intelligence tools to improve Customer Success workflows * Experience scaling Customer Success best practices across several countries or markets LOCATION We 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 APPLY We adopt a continuous selection process, so please make sure to apply with your CV in English. Our interview process consists of stages: 1. Screening interview with Talent Acquisition 2. First interview with Head of Commercial Excellence 3. Second interview with our CEO 4. Working 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. BENEFITS * Competitive salary & company stock options * 30 days/year of paid vacation * 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives * Generous Parental leave top-up for new parents * Private Medical Insurance to stay healthy * Mental health support through our partner Mindler * Pension program * Social and team-building activities (off-sites, after works, winter/summer parties) * An opportunity to make a real positive impact in the world of healthcare * Work 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 TANDEM At 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.

HRM Affärsutveckling i Stockholm AB

About Aura Cloud Aura Cloud is a leading cloud-native banking platform that enables financial institutions to launch and operate modern banking services at speed. Our platform plays a business-critical role in our customers’ digital transformation journeys, supporting core financial operations with the highest standards of security, stability, and performance. Founded in 2019, Aura Cloud has built a strong reputation within the Nordic and Baltic financial services sector. Our growth strategy is focused on long-term customer partnerships, sustainable expansion, and delivering measurable value to our clients. As we continue to expand into new European markets, we are looking for an experienced Head of Customer Success to join our Stockholm office. The OpportunityAs Head of Customer Success, you will lead our Customer Success organisation and play a key role in ensuring that customers achieve their business objectives through the Aura Cloud platform. You will oversee customer onboarding, service implementation, ongoing customer success initiatives, and strategic account engagement. Working closely with customers, product owners, engineering teams, and senior stakeholders, you will ensure successful project delivery while building long-term trusted relationships. This is a highly visible leadership role that combines customer engagement, delivery excellence, people leadership, and strategic thinking. Key ResponsibilitiesLead and develop the Customer Success team, consisting of Product Owners and Customer Success professionals. Drive successful onboarding and implementation projects for both new customers and new services for existing customers. Establish and monitor customer success metrics to measure customer outcomes and business value delivered through the Aura platform. Build strong relationships with customer stakeholders, including executive-level decision-makers. Identify customer needs and translate them into opportunities that support their business growth and success. Ensure effective planning, coordination, and execution of onboarding and delivery activities across multiple customer projects. Manage cross-functional dependencies between customer teams, product specialists, and engineering teams, across multiple geographies. Identify, mitigate, and proactively manage project and delivery risks. Maintain governance structures through regular customer meetings, reviews, and escalation management Lead Agile delivery practices, including sprint planning, stand-ups, retrospectives, and continuous improvement initiatives. Collaborate closely with global teams to ensure efficient delivery and operational excellence. What We´re Looking ForRequired ExperiencesMinimum 15 years of experience leading complex IT or technology projects. At least 10 years of experience within banking, financial services, core banking, lending, payments, or related financial technology environments. Proven track record of leading customer onboarding and implementation projects for financial institutions. Experience managing long-term relationships with enterprise B2B customers. Strong understanding of banking processes across consumer, SME, and corporate banking. Hands-on experience with large-scale banking transformations, migrations, or platform implementations. Demonstrated ability to manage multiple customer projects, priorities, and stakeholders simultaneously. Experience working in Agile delivery environments. Experience collaborating with distributed and offshore teams in global delivery organisations. Excellent written and verbal communication skills in English. Leadership Profile We are looking for a leader who combines strong customer focus with operational excellence. You build trust naturally, communicate confidently with senior stakeholders, and create alignment across teams and functions. You are energised by solving complex challenges, thrive in a fast-moving environment, and know how to balance strategic thinking with hands-on execution. You have a proven ability to develop people, build high-performing teams, and create a culture of accountability, collaboration, and customer success. Why Join Aura Cloud?Join a growing fintech company with an established market position and long-term customer relationships. Work with leading financial institutions across the Nordics and Europe. Play a central role in shaping the future of Customer Success within the organisation. Collaborate with highly skilled teams across product, engineering, and customer-facing functions. Be part of a company focused on sustainable growth, profitability, and long-term value creation. Language: English (required). Additional Nordic or European languages are considered an advantage, but not a qualifying factor. ApplicationDoes this opportunity sound interesting to you? Please submit your application in the form of a CV by clicking the “Apply Here” button. Applications will be reviewed on an ongoing basis, and interviews will be conducted continuously, so we encourage you to apply as soon as possible. Due to GDPR we dont accept applications through e-mail. For more information, please contact HRM’s Recruitment Consultant, Mio Emanuelsson, mio.emanuelsson@hrmab.se or Axel Stubbing, axel.stubbing@hrmab.se.

Jlindeberg

Job Description: Senior Visual Merchandising Manager Working hours: Full Time Reports to: Global Head of DTC The role: As our Visual Merchandising Manager, you set and lead the development of the visual expression of the brand and our product, specifically in our retail stores but also in other touchpoints such as our showrooms. Your role has a great impact on us delivering brand right, unified experiences that inspire and guide in our physical retail locations. Areas of Responsibility - Develop and maintain a brand and business right visual merchandising strategy, by constantly being up to date with current industry trends and ensuring that the brand is constantly up to date and in front of the market. - Set the guidelines and color stories that communicate a strong seasonal identity and convey a unified brand message with seasonal collection references, styling and outfits, key looks, and a-level products for every collection. - Create, developing & execute Window Concepts by highlighting and showcasing key brand and product initiatives to drive traffic and increase sales by maintaining the consistency of the Brand Image. - Work with internal and external vendors to create fixtures, window displays, POS materials, interior visual props & special promotion displays. · Create & implement Global Visual merchandising Guidelines & Principles for all Channels ( Retail / Wholesale / Franchise / Concessions / Outlets ). - For every seasonal sale conference, support the Creative Director and Marketing Manager to create the showroom concept and build dedicated color stories that tell a story and inspire. - Work closely with the buying team to support collection build-up, range plan, and SKU count to optimize the sell-through in retail channels. - Create the customer journey & In-Store experience via visual strategical product placement. - Plan for in-season rotations to optimize the buy and evaluate the current stock take to be able to take necessary actions. - Communicate & regularly train the instore VMs and store managers, and provide visual presentation feedback and direction on high profile store locations. - Develop and manage yearly visual expense budget. - Manage the visual (commercial) calendar, and ensure deadlines are met consistently. - Drive fixture development in partnership with Concept Manager to showcase new and existing product categories. - Contribute to new store concepts, layouts & openings, to ensure that the stores are built with a strategic visual layout, brand experience, and optimized SKU capacity plan. - Manage, lead, and coach the Visual Merchandiser Specialist in their role (direct report). Personal qualifications - Visionary with a great eye for visual and design. - Strong communication and interpersonal abilities. - A passion for brand and brand expression. - Executional mindset striving for constant improvement. - Project management skills and a bias for action. Education & Previous Experience: - Education in visual merchandising, marketing, brand, design or similar. - 5 or more years’ experience of visual merchandising and customer experience for a premium brand. Monthly salary bracket: 40 000 - 50 000 SEK The J.Lindeberg Values Progressive - We strive to be at the forefront, and we dare to challenge the status quo. It comes from our Scandinavian heritage – we are innovators within apparel, use of resources and ways of working. Energetic - We bring energy into everything we do. We are entrepreneurial and agile. We are ready to do more and better each time. It makes our brand vibrant and magnetic. Inclusive - We are a people company. We are diverse and responsible. We act with integrity and take full accountability for what we do. We are a global community. We care for the planet and each other.