Hypercare Program Lead
$60,000–$70,000 year
On-siteMarkham, Ontario, Canada
Job Summary
Own the end-to-end Hypercare framework, defining entry criteria, SLAs, and success metrics to ensure a clear path from migration go-live to client exit. Serve as the senior escalation point for sensitive client conversations, translating technical issues into trusted language while building durable relationships with key stakeholders. Synthesize weekly pattern analysis from tickets and escalations to drive root-cause fixes in Migration playbooks, runbooks, and product engineering. Orchestrate cross-functional responses across CloudOps, Migration, and Product to eliminate handoff friction, and maintain the executive dashboard as the source of truth for client health and sentiment.
Required Qualifications
- 3+ years in client-facing operations, technical program management, customer success, or implementation leadership, ideally in B2B SaaS, hosting, or enterprise software
- 3+ years in a role with direct accountability for client outcomes during a high-stakes period (post-migration, post-launch, post-acquisition, etc.)
- Demonstrated experience leading cross-functional response programs, incident management, escalation management, customer success ops, or similar
- Strong written and verbal communication skills, with proven ability to handle sensitive client conversations
Desired Qualifications
- Direct experience with JCM, Encore, or comparable club / hospitality / property management software, or experience in regulated industries with similar implementation complexity
- Familiarity with Salesforce ticketing, Jira Change Management, or comparable ITSM/CRM tooling
- Experience designing and running a Hypercare or post-launch stabilization program at scale
- Background that includes time on a Migration, Implementation, or Professional Services team, so you understand the upstream realities of what creates Hypercare load
- Calm under pressure
- Pattern recognition
- Bias to root cause
- Diplomacy with backbone
- Operator's mindset
- Genuine care for clients
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