Customer Success Team Lead - Hypercare & Migration

About the role

This position leads a specialised Customer Success team that guides international clients through complex platform migrations and post‑migration hypercare. You will act as the primary escalation point, ensuring smooth transitions to a modern SaaS solution while maintaining high customer satisfaction.

Key responsibilities

• Lead, mentor and develop a Customer Success team focused on hypercare and migration journeys.
• Own end‑to‑end migration and hypercare processes, delivering structured, value‑driven transitions.
• Serve as the main escalation contact for high‑impact or complex customer issues.
• Build and maintain strong relationships with key stakeholders 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, identifying risks and improvement opportunities.
• Drive incident management improvements and conduct post‑mortem analyses.
• Coach team members on communication, training delivery and expectation management.
• Collect and elevate structured customer feedback to influence product and process enhancements.

Required profile

• Minimum 3 years of experience in Customer Success, Implementation, Professional Services or a similar customer‑facing role.
• Proven experience in team leadership or mentoring, preferably within 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 collaborate effectively with technical teams and grasp system‑level concepts.

Required skills

• Fluency in Norwegian
• Fluency in English