Customer Success Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Assist customers at every phase of their transition from the traditional desktop platform to the new web-based solution, ensuring a seamless and well-supported migration process.

• Facilitate onboarding sessions that enable customers to quickly and confidently utilize the new platform, customizing the approach to fit each customer's unique context and requirements.

• Clearly and persuasively convey the advantages of the new platform — helping customers grasp how this transition benefits their business and how to maximize its potential.

• Oversee customer progress throughout the migration journey and proactively reach out to address inquiries, gaps, or concerns before they escalate.

• Conduct engaging and accessible training sessions for customers — both in groups and one-on-one — focusing on core platform features and best practices.

• Create and maintain customer-facing training materials, guides, and how-to documentation that are user-friendly for individuals with varying levels of digital proficiency.

• Promote product adoption by guiding customers on how to utilize specific features within the context of their daily workflows.

• Monitor adoption metrics and proactively follow up with customers who may require additional assistance to fully leverage the platform's value.

• Establish strong, trusted relationships with key contacts at each customer account, serving as their main point of contact during the migration and hypercare period.

• Act as an effective liaison between customers and internal teams — including Support, Product, Engineering, and Professional Services — ensuring that issues are communicated clearly, followed up on, and resolved in a timely manner.

• Advocate for customer needs and feedback internally, ensuring that the appropriate teams have the necessary context to take action.

• Address customer concerns with professionalism and empathy, preserving the relationship even during challenging situations while keeping customers focused on the way forward.

• Utilize business acumen to comprehend each customer's objectives, priorities, and constraints — and tailor support, training, and discussions accordingly.

• Identify areas where customers could derive additional value from the platform and communicate these opportunities to the Team Lead or relevant commercial team.

• Contribute to customer retention by ensuring that every customer completes their migration feeling confident, supported, and positively engaged with Nordhealth.

• Keep accurate records of customer interactions, progress, and outstanding issues in the CRM and relevant tracking tools.

• Share customer insights, common objections, and recurring challenges with the team to enhance migration processes and materials continuously.

• Actively participate in team meetings, training sessions, and knowledge sharing to remain updated on the platform and refine personal skills.

• Assist the Team Lead with ad hoc tasks related to migration readiness, process improvement, or customer escalations as necessary.

⛳️ Requirements

• Fluent speaker of Norwegian.

• Minimum of 2 years in a customer-facing position such as Customer Success, Account Management, Implementation, Training, or Professional Services.

• Experience in delivering product training or onboarding to business customers (preferred).

• Experience supporting customers during a platform migration or technological change (preferred).

• Background in creating documentation, guides, or training content for end users (preferred).

• Understanding of SaaS platforms and the typical processes involved in software onboarding or migration.

• Familiarity with customer success principles — particularly value realization, adoption, and relationship management.

• Some knowledge of healthcare or health tech environments is a significant advantage, including understanding clinical or operational workflows.

• Basic understanding of change management concepts and how to assist individuals through technology transitions.

🏝️ Benefits

• A 1-year full-time employment contract.

• The opportunity to work in a meaningful industry within a rapidly growing, global company aimed at transforming digital healthcare.

• Competitive salary and benefits package.

• Opportunities for learning and professional growth.

• Access to the tools you need and enjoy using.

• Frequent company events and collaboration with talented colleagues from around the world.