Customer Success Team Lead - Hypercare & Migration

About the role

The Customer Success Team Lead – Hypercare & Migration will drive the successful transition of customers to a new SaaS platform, overseeing hypercare support and post‑migration stabilization. You will lead a dedicated team, act as the primary escalation point, and collaborate across Support, Product, Engineering and Professional Services to ensure smooth, value‑driven migrations.

Key responsibilities

• Lead and mentor a Customer Success team focused on hypercare and migration journeys.
• Own end‑to‑end customer migration and hypercare processes.
• Serve as the primary escalation point for high‑impact or complex customer situations.
• 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 and post‑mortem analysis.
• Coach team members on customer communication, training delivery and expectation management.
• Gather and escalate structured customer feedback to influence product and process improvements.

Required profile

• Minimum 3 years of experience in Customer Success, Implementation, Professional Services or a related customer‑facing role.
• Proven experience in team leadership or mentoring, 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