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.

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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.

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How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Customer Success Team Lead - Hypercare & Migration

Benefits

Job Description