👋 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 Customer Success Specialist for the Hypercare Team (= Hypercare Consultant) is a key member of the Migration Customer Experience function at Nordhealth. This role is at the heart of our customers' transition to our modern, unified web-based platform — working directly with customers to guide them through migration, onboarding, and training, and ensuring they not only understand how to use the product but genuinely experience its value from day one.

The Hypercare Consultant is the primary face of Nordhealth for customers during this critical phase. They build trusted relationships, serve as a liaison between the customer and internal teams, and bring a commercially aware, customer-first mindset to every interaction. They understand that a successful migration is not just a technical event — it is a change journey — and they have the communication skills, empathy, and business acumen to guide customers through it confidently.🚀

We're looking for a fluent Norwegian speaker and offering a 1-year contract!

Your key responsibilities include

Customer Migration & Onboarding

• Guide customers through each stage of their migration from the legacy desktop platform to the new web-based solution, ensuring a smooth and well-supported transition.

• Lead onboarding sessions that help customers get set up quickly and confidently on the new platform, tailoring the approach to each customer's context and needs.

• Communicate the value of the new platform clearly and compellingly — helping customers understand why this move benefits their business and how to make the most of it.

• Monitor customer progress throughout the migration lifecycle and proactively reach out to address questions, gaps, or concerns before they escalate.
  

Training & Product Adoption

• Deliver engaging, accessible training sessions for customers — both group and one-to-one — covering core platform functionality and best practices.

• Develop and maintain customer-facing training materials, guides, and how-to documentation that are easy to follow for users with varying levels of digital confidence.

• Drive product adoption by helping customers understand how to use specific features in the context of their day-to-day workflows.

• Track adoption indicators and follow up proactively with customers who may need additional support to get full value from the platform.
  

Customer Relationship & Liaison

• Build strong, trusted relationships with key contacts at each customer account, acting as their primary point of contact during the migration and hypercare period.

• Serve as an effective liaison between the customer and internal teams — including Support, Product, Engineering, and Professional Services — ensuring issues are communicated clearly, followed up on, and resolved promptly.

• Represent customer needs and feedback internally, ensuring the right people have the right context to act.

• Handle customer concerns with professionalism and empathy, maintaining the relationship even in difficult moments and keeping customers focused on the path forward.
  

Commercial Awareness & Value Delivery

• Apply business acumen to understand each customer's goals, priorities, and constraints — and use that understanding to tailor support, training, and conversations accordingly.

• Identify opportunities where customers could get additional value from the platform and flag these to the Team Lead or relevant commercial team.

• Contribute to customer retention by ensuring every customer completes their migration feeling confident, supported, and positively engaged with Nordhealth.
  

Reporting & Team Contribution

• Maintain accurate records of customer interactions, progress, and outstanding issues in the CRM and relevant tracking tools.

• Share customer insights, common objections, and recurring challenges with the team to continuously improve migration processes and materials.

• Participate actively in team meetings, training sessions, and knowledge-sharing to stay current on the platform and refine personal skills.

• Support the Team Lead with ad hoc tasks related to migration readiness, process improvement, or customer escalations as needed.
  

Success Factors and Key Challenges

Critical Success Factors

• Customers completing migration feeling confident, well-supported, and positive about the new platform.

• High product adoption rates and strong customer satisfaction scores within the hypercare period.

• Timely, accurate communication between customers and internal teams throughout the migration journey.

• Training materials and sessions that genuinely increase customer capability and reduce reliance on support.

• Building relationships that contribute to long-term customer retention and trust in Nordhealth.
  

Key Challenges

• Getting up to speed on the platform and migration process quickly enough to guide customers with confidence.

• Building rapport with customers who may be entering the process with reservations or previous concerns about the transition.

• Managing a high volume of concurrent customer engagements across different migration stages.

• Balancing the need to be a reassuring, customer-facing presence with the internal coordination required to get things resolved.

• Adapting training and communication style to a diverse customer base with varying levels of digital literacy and business contexts.
  

What will help you to be successful in this role?

Knowledge

• Understanding of SaaS platforms and how software onboarding or migration processes typically work.

• Awareness of customer success principles — particularly value realisation, adoption, and relationship management.

• Some understanding of healthcare or health tech environments is a strong advantage, including familiarity with clinical or operational workflows.

• Basic familiarity with change management concepts and how to support people through technology transitions.
  

Experience

• Minimum: 2+ years in a customer-facing role such as Customer Success, Account Management, Implementation, Training, or Professional Services.

• Preferred: Experience delivering product training or onboarding to business customers.

• Preferred: Experience supporting customers through a platform migration or technology change.

• Preferred: Background in creating documentation, guides, or training content for end users.
  

Technical & Professional Capabilities

• Excellent verbal and written communication skills — clear, confident, and adaptable across different audiences.

• Strong presentation and facilitation skills, particularly for remote training and onboarding sessions.

• Technically comfortable — able to learn a software product quickly, understand how it works, and explain it simply to non-technical users.

• Organised and detail-oriented, with the ability to manage multiple customer engagements simultaneously.

• Comfortable using CRM tools, collaboration platforms, and digital communication channels.
  

Personal Capabilities

• Genuinely customer-centric — motivated by seeing customers succeed and willing to go the extra mile to make that happen.

• Strong business acumen — understands the commercial context of customer relationships and can engage meaningfully with business stakeholders.

• A natural communicator and liaison — able to translate between customer needs and internal teams, and keep everyone appropriately informed.

• Resilient and solution-focused — stays composed when things don't go to plan and brings a constructive, forward-looking attitude.

• Highly motivated and self-driven — takes ownership of their accounts and their own development without needing to be directed.

• Empathetic and patient, particularly with customers who are navigating change or uncertainty.
  

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:

• A 1-year full-time employment contract

• 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!