Customer Success Team Lead - Hypercare & Migration

About the role

We are seeking a Customer Success Team Lead to own hypercare and migration journeys for our SaaS platform in Spain. The role combines hands‑on customer engagement with leadership of a dedicated Customer Success team, ensuring smooth transitions from legacy systems to our modern solution.

Key responsibilities

• Lead, mentor and develop a Customer Success team focused on hypercare support and migration projects.
• Own end‑to‑end migration processes, delivering structured, value‑driven transitions.
• Act as primary escalation point for high‑impact or complex customer issues.
• Build and maintain relationships with key stakeholders, providing proactive communication 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 post‑mortem analysis.
• Gather and relay structured customer feedback to influence product and process enhancements.

Required profile

• Minimum 3 years experience in Customer Success, Implementation, Professional Services or a similar customer‑facing role.
• Proven team‑leadership or mentoring experience, preferably in a SaaS or technical environment.
• Strong background in managing onboarding, migration or large‑scale technology transitions.
• Fluency in Norwegian and English.
• Solid understanding of SaaS platforms, customer lifecycle and change‑management principles.
• Ability to work effectively with technical teams and grasp system‑level concepts.

Required skills

• SaaS platforms