Customer Success Manager, Health tech

Customer Success Manager, Health tech At Platform24, we have an uncompromising focus on making every day better for both patients and clinicians. We are now looking for a Customer Success Manager to join our team and make sure our customers realize the value of our platform and grow and stay with us over time. How we work Our success is rooted in strong, collaborative teams. As a CSM, you'll work closely with other CSMs, the Commercial team, Customer Activation Specialists, Product Success Managers, Product Managers and Finance, acting as the trusted long-term partner for our customers. We operate with a high level of trust and clear ownership in an environment where every voice is heard, and contributions truly matter. Your role You'll own the long-term relationship with a portfolio of healthcare customers in Sweden, and potentially across other European geographies. Your mission is to ensure they realize the full value of our platform, clinically, operationally, and commercially, and stay with us for the long run. This is a hands-on role with a wide range of responsibilities, including: 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. Who you are You thrive in a collaborative, high-trust setting and are motivated by delivering real long-term value to customers. We believe you bring: 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. What We Offer 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. Apply If you believe we're the right workplace for you and you're the right fit for us, submit your application today. We conduct ongoing interviews, so we encourage you to apply soon. This role is based in Stockholm and is a full-time, permanent employment with Platform24. We do not offer contractor or B2B engagements. We prefer to connect with our candidates directly and don't work with recruitment agencies or search firms. We are an equal-opportunity employer and value diversity. All employment decisions are based on qualifications, merit, and business needs. Locations Stockholm Remote status Hybrid Stockholm About Platform24 Platform24 develops system support for cohesive digital care chains that facilitate increased accessibility, efficiency and medical security. We are the largest company in the Nordic region when it comes to automatic triage for directing patients to the right level of care and the right care unit, even in complex flows along the entire patient pathway. Our customers include healthcare regions, private care providers, and insurance companies. Co-workers 100 +