Customer Success Manager, Health Tech

Role Overview

• You'll own the long-term relationship with a portfolio of healthcare customers in Sweden, and potentially across other European geographies.
• Running regular check-ins and business reviews with customers to understand their usage, challenges, and objectives
• building relationships across all levels, from operational teams to senior stakeholders.
• Driving feature adoption and platform engagement, helping customers establish frameworks to track their objectives and ensure a strong return on their investment.
• Monitoring customer health scores and proactively managing at-risk accounts, while owning key success metrics such as Net Revenue Retention (NRR), churn rate, and customer satisfaction (NPS).
• Contributing to the renewal process, ensuring customers see continued value and are set up for long-term success.
• Collaborating with Professional Services and Support to ensure smooth onboarding, fast time-to-value, and timely resolution of customer issues.
• Spotting and developing upsell opportunities within the existing customer base in close collaboration with the Commercial team.
• Serving as the primary internal advocate for your customers
• channeling structured feedback to Product and other teams to shape the roadmap, and amplifying success stories together with Marketing.
• Leveraging data-driven insights to influence product prioritization based on usage patterns, risk signals, and churn indicators.
• You'll develop quickly and learn about our product, organization, and customers.

Requirements

• Professional experience in a customer-facing role, eg, previous experience in Customer Success or consulting.
• Strong interpersonal skills. You're an active listener who genuinely is interested in understanding customer needs and knows how to engage stakeholders across all levels
• from operational teams to senior decision-makers.
• A consultative approach. You guide customers towards the right solution rather than the requested one, and you know how to say no in a way that builds trust rather than friction.
• Customer advocacy and feedback management. You represent the customer's voice internally, channel structured feedback to Product and relevant teams, and handle escalations with composure and professionalism.
• Account management experience. You're comfortable managing multiple accounts in parallel, proactively monitoring customer health, identifying risks early, and ensuring customers are set up for long-term success.
• Commercial mindset. You have experience contributing to renewals and identifying upsell opportunities, and you're comfortable owning metrics such as NRR, churn rate, and NPS.
• Strong analytical and problem-solving skills. You translate data and usage patterns into actionable insights that drive both customer outcomes and internal prioritization decisions.
• Change management capability. You can guide customers and their organizations through new ways of working, ensuring smooth onboarding and fast time-to-value.
• A genuine passion for healthcare and a drive to improve its efficiency, quality, and accessibility.
• A relevant university degree (e.g. Healthcare, Business, Technology, or related).
• Full professional proficiency in Swedish and English, written and spoken.
• Industry knowledge from healthtech, medtech, or other regulated SaaS environments, as well as project management experience, are considered a plus.

Benefits

• Meaningful Innovation: Combine medical expertise with cutting-edge technology to tangibly improve healthcare at scale, this is work that truly matters.
• Work together: Collaborate closely with kind, skilled colleagues across the company, where trust, shared ownership, and everyday teamwork drive real progress.
• Stockholm's Most Scenic Office: Enjoy our beautiful location in Münchenbryggeriet, offering a stunning view of Riddarfjärden. Our office amenities, including a great lunch restaurant and private gym, support a healthy work-life balance.
• Culture & Balance: We support work-life balance through flexible hours, bi-weekly Demo & Beers sessions, and a unique benefit: five paid volunteer days per year, dedicated to causes you care about.