Customer Success Team Lead - Hypercare & Migration
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Team Lead - Hypercare & Migration in Ireland.
This role sits at the heart of a large-scale platform transformation, ensuring customers are successfully guided through complex migration journeys to a modern SaaS solution. You will lead a specialized Customer Success team responsible for hypercare support, onboarding continuity, and post-migration stabilization across diverse international clients. Acting as both a strategic leader and trusted escalation point, you will help customers navigate change with confidence while ensuring alignment across Support, Product, Engineering, and Professional Services. The position combines hands-on customer engagement with team leadership, requiring strong communication, empathy, and the ability to manage high-stakes situations. You will shape migration playbooks, improve processes, and directly influence customer experience during critical transition phases. This is a highly impactful role in a fast-scaling, global SaaS environment where customer trust and operational excellence are key success drivers.
Accountabilities:
- 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.
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.
Benefits
- Fully remote work within Europe with flexible working arrangements.
- Competitive compensation package aligned with experience and market standards.
- Opportunity to lead critical customer transformation initiatives in a fast-growing SaaS organization.
- Strong emphasis on learning and professional development, including training and career progression opportunities.
- Access to modern tools and resources needed to succeed in your role.
- Private healthcare and well-being support (varies by location).
- Generous paid vacation, public holidays, and sick leave policies.
- International, collaborative, and mission-driven work culture.
- Regular company events and opportunities to connect with global teams.
- High-impact role with visibility across Product, Engineering, and Executive leadership.
