Customer Success Team Lead - Hypercare & Migration
New
Fully remote work within EuropeFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Norwegian, English
- Experience
- 3+ years
- Required Skills
- Data AnalysisStakeholder managementCRMChange ManagementCustomer SuccessSaaS
Requirements
- 3+ years of experience in Customer Success, Implementation, Professional Services, or a related customer-facing role.
- Proven experience in team leadership or mentoring responsibilities, ideally within a SaaS or technical environment.
- Strong experience managing customer onboarding, migration, or large-scale technology transitions.
- Fluency in Norwegian and English is required.
- Solid understanding of SaaS platforms, customer lifecycle management, and change management principles.
- Ability to work effectively with technical teams and understand system-level concepts at a functional level.
- Experience creating training materials, documentation, or customer enablement programs.
- Strong communication skills, with the ability to adapt messaging for customers, internal teams, and leadership.
- Comfortable working with CRM and customer success tools, as well as tracking key performance metrics.
- Strong problem-solving skills, resilience under pressure, and ability to manage complex stakeholder environments.
- Empathetic leadership style with a strong focus on customer outcomes and team development.
- Ability to work in fast-paced, international, and remote-first environments.
Responsibilities
- Lead and mentor a Customer Success team focused on hypercare and migration journeys, ensuring high-quality customer experience and professional growth.
- Own end-to-end customer migration and hypercare processes, ensuring structured, smooth, and value-driven transitions to the new platform.
- Act as the primary escalation point for high-impact or complex customer situations, resolving issues with empathy and strategic oversight.
- Build strong relationships with key stakeholders and ensure proactive communication throughout the migration lifecycle.
- Coordinate cross-functionally with Support, Product, Engineering, and Professional Services to align priorities and remove blockers.
- Develop and continuously improve migration playbooks, training materials, and customer enablement documentation.
- Monitor customer health, migration progress, and operational KPIs to identify risks and improvement opportunities.
- Drive incident management improvements, ensuring strong post-mortem analysis and continuous process refinement.
- Coach team members on customer communication, training delivery, expectation management, and handling complex scenarios.
- Gather and escalate structured customer feedback to influence product and process improvements.
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