Customer Success Team Lead – Hypercare & Migration

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

📋 Description

• Oversee the comprehensive hypercare experience for customers transitioning to the unified platform.

• Advocate for the benefits of the new platform to customers.

• Establish and nurture strong, trust-based connections with essential customer stakeholders.

• Proactively recognize customers who may need additional support.

• Act as the primary escalation point for complex or challenging accounts.

• Handle difficult discussions with customers effectively.

• Serve as the main liaison among Support, Product, Engineering, and Professional Services teams.

• Lead, develop, and motivate a team of Customer Success professionals focused on migration.

• Mentor team members in effective customer communication and objection handling techniques.

• Create and maintain migration playbooks and training materials for customers.

• Track migration progress and customer health metrics diligently.

• Provide regular updates to leadership on team performance and significant insights from the customer base.

• Identify systemic obstacles and advocate for internal solutions.

⛳️ Requirements

• Proficiency in both Norwegian and English.

• A minimum of 3 years of experience in Customer Success, Professional Services, Implementation, or a similar customer-facing role.

• Some experience in leading or mentoring a team, even in an informal capacity.

• Proven experience in guiding customers through platform migrations or significant technology transitions (preferred).

• Background in Professional Services, technical onboarding, or implementation consulting (preferred).

• Experience in developing training content, documentation, or enablement programs from scratch (preferred).

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

• Familiarity with principles of change management.

• Knowledge of healthcare or health tech environments is a plus.

• Awareness of customer success methodologies and best practices in managing the customer lifecycle.

🏝️ Benefits

• An opportunity to work in a meaningful industry within a rapidly growing global company committed to transforming digital healthcare.

• Competitive compensation and comprehensive benefits.

• Opportunities for learning and professional development.

• Access to the tools you need and enjoy using.

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