Customer Success Team Lead - Hypercare & Migration

About the role

This position leads a specialised Customer Success team that guides international clients through complex migration journeys to a modern SaaS platform. You will act as the primary escalation point, ensuring smooth hypercare support, onboarding continuity and post‑migration stabilisation.

Key responsibilities

• Lead, mentor and develop a Customer Success team focused on hypercare and migration.
• Own end‑to‑end migration and hypercare processes, delivering value‑driven transitions.
• Serve as the main escalation contact for high‑impact or complex customer situations.
• Build strong relationships with key stakeholders and maintain proactive communication throughout the migration lifecycle.
• Coordinate with Support, Product, Engineering and Professional Services to remove blockers and align priorities.
• Develop and continuously improve migration playbooks, training materials and enablement documentation.
• Monitor customer health, migration progress and operational KPIs to identify risks.
• Drive incident‑management improvements and conduct post‑mortem analyses.
• Coach team members on communication, training delivery and expectation management.
• Collect and forward structured customer feedback to influence product and process enhancements.

Required profile

• Minimum 3 years experience in Customer Success, Implementation, Professional Services or a similar customer‑facing role.
• Proven team‑leadership or mentoring experience, preferably in a SaaS or technical environment.
• Strong background in managing customer onboarding, migration or large‑scale technology transitions.
• Fluency in Norwegian and English.
• Solid understanding of SaaS platforms, customer lifecycle management and change‑management principles.
• Ability to work effectively with technical teams and grasp system‑level concepts.

Required skills

• SaaS platforms