👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

The Team Lead, Hypercare & Migration Customer Success is a pivotal role within the Migration Customer Experience team at Nordhealth's Therapy Unit. This person leads a dedicated team responsible for guiding existing customers through their transition to Nordhealth's modern, unified web-based platform — helping them understand the full strategic value of making this move and ensuring they feel fully supported throughout the journey.

Operating at the centre of a complex, multi-stakeholder environment, this role requires a natural leader who can build trust with customers navigating significant change, act as the primary liaison across internal teams, and keep everyone aligned and informed. The Team Lead also owns the team's capability development — coaching members on how to communicate with customers, deliver training, and handle challenging situations with composure and empathy! 🚀

Your key responsibilities include:

Customer Journey & Migration Leadership

• Own the end-to-end hypercare experience for customers transitioning to the unified platform, ensuring a structured, well-supported migration process.

• Champion the value of the new platform with customers — clearly articulating why this move is a strategic win and helping them embrace the change with confidence.

• Build strong, trust-based relationships with key customer stakeholders, becoming a reliable partner and senior point of contact throughout the transition.

• Proactively identify customers who may require additional attention and put targeted support plans in place before issues escalate.

Escalation & Stakeholder Management

• Serve as the senior escalation point for complex or high-friction accounts — stepping in directly when relationships are at risk or resolution is overdue.

• Manage difficult conversations with customers with composure, empathy, and transparency, maintaining the relationship even in the most challenging situations.

• Act as the central liaison between Support, Product, Engineering, and Professional Services — ensuring all parties have the right information at the right time.

• Use influence and communication skills to align internal teams around customer needs, remove blockers, and drive accountability across departments.

Team Leadership & Coaching

• Lead, develop, and inspire a team of migration-focused Customer Success professionals, setting clear goals and fostering a high-performance, customer-first culture.

• Coach team members on effective customer communication, objection handling, expectation setting, and how to deliver impactful product training sessions.

• Run regular team sessions to share knowledge, review cases, and continuously improve how the team engages with customers during migration.

• Lead by example — bringing energy, positivity, and a solution-oriented mindset to every interaction.

Training, Documentation & Enablement

• Develop and maintain migration playbooks, escalation protocols, and customer-facing training materials that the team can rely on consistently.

• Design and deliver enablement programmes that build the team's ability to train customers, facilitate difficult conversations, and drive product adoption.

• Create clear, accessible documentation that helps customers understand the migration process and get the most out of the new platform.

• Continuously review and improve training content based on customer feedback and team experience.

Reporting & Continuous Improvement

• Monitor migration progress and customer health metrics including on-time completion rates, customer sentiment, and escalation volume.

• Report regularly to leadership on team performance, risks, and key insights from the customer base.

• Identify systemic blockers — process, product, or communication gaps — and advocate for fixes internally with relevant teams.

• Relay customer feedback to Product and Engineering teams to help shape improvements that drive long-term platform satisfaction.

What will help you to be successful in this role?

Critical Success Factors

• Consistently delivering a high-quality, trust-building migration experience that turns hesitant customers into confident platform advocates.

• Maintaining strong relationships with key stakeholders across all active migration accounts.

• Building and retaining a motivated, high-performing team that is skilled at engaging and supporting customers through change.

• Keeping all internal teams aligned, informed, and accountable through clear communication and proactive liaison work.

• Producing training materials and playbooks that meaningfully improve both team performance and customer outcomes.

Key Challenges in the First 12 Months

• Rapidly building credibility with customers and internal stakeholders in a complex, multi-team environment.

• Developing effective strategies to rebuild confidence with customers who have had less-than-ideal experiences during earlier phases of the transition.

• Balancing hands-on escalation management with the need to coach and develop the team's own capability.

• Gaining sufficient technical fluency in the platform to credibly guide customers and bridge the gap with technical teams.

• Navigating a high volume of simultaneous migrations with varying customer profiles, sizes, and levels of digital readiness.

What will help you to be successful in this role?

Knowledge

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

• Familiarity with change management principles — particularly how to guide people through technology transitions.

• Knowledge of healthcare or health tech environments is advantageous, including familiarity with clinical workflows or regulated settings.

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

Experience

• Minimum: 3+ years in Customer Success, Professional Services, Implementation, or a related customer-facing role.

• Minimum: Some experience leading or mentoring a team, even informally.

• Preferred: Demonstrated experience guiding customers through platform migrations or significant technology transitions.

• Preferred: Background in Professional Services, technical onboarding, or implementation consulting.

• Preferred: Experience building training content, documentation, or enablement programmes from scratch.

Technical & Professional Capabilities

• Excellent verbal and written communication skills — able to adapt style and tone for customers, internal teams, and senior leadership.

• Technically fluent enough to understand how software platforms work, troubleshoot issues alongside customers, and translate between customer needs and technical teams.

• Strong ability to create clear, impactful documentation and training materials for varied audiences.

• Comfortable using CRM platforms, customer success tools, and collaboration software.

• Data-aware — able to track and interpret key metrics to inform decisions and report to stakeholders.

Personal Capabilities

• A natural leader and influencer — earns trust quickly, brings people along, and gets things done across organisational boundaries.

• Highly motivated, self-directed, and energised by challenges — does not wait to be told what needs fixing.

• Resilient and calm under pressure — able to de-escalate tense situations and maintain perspective in complex environments.

• Deeply empathetic with a genuine interest in customer outcomes and team development.

• Collaborative and communicative — thrives as a connector between multiple departments and stakeholders.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare

• Competitive compensation and benefits

• Learning and professional growth opportunities

• The tools you need, and enjoy using

• Frequent company events and talented colleagues from around the world

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person.

Recruitment Fraud Alert

Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. name.surname@nordhealth.com or careers@nordhealth.com). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at careers@nordhealth.com. Your safety and trust are very important to us!