Customer Success Specialist

👋 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 in