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 Germany.

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.

• 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.