Hypercare Program Lead: Post-Launch Client Success

EWS Group; Markham; On-site; CAD 60,000 - 70,000; Full time

Job summary

Jonas Software is seeking a Hypercare Program Lead to orchestrate the post-migration experience for clients, ensuring successful transitions and measurable improvements. You will partner with IT, Security, CloudOps, and Product, driving escalation management and client communications with calm under pressure.

The role requires strong cross-functional collaboration, data-driven problem solving, and a passion for delivering outstanding client outcomes in a fast-paced SaaS environment.

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.
• Familiarity with Salesforce ticketing, Jira Change Management, or comparable ITSM/CRM tooling.

Responsibilities

• Own the Hypercare framework end-to-end: entry criteria, duration, escalation paths, exit criteria, SLAs (response, resolution, communication cadence).
• Own the client experience from go-live to Hypercare exit, ensuring every client has a clear point of contact and plan.
• Serve as the senior client-facing escalation point, leading sensitive conversations with calm and clarity, translating technical issues into client-friendly language.
• Build durable relationships with key client stakeholders to surface concerns early.
• Run the Weekly Hypercare Pattern Analysis and drive insights into migration playbooks and runbooks.
• Measure whether issues are decreasing over time and report on it; coordinate cross-functional Hypercare responses.

Skills

Cross-functional leadership

Client communication

Escalation management

Stakeholder relationships

Problem solving

Tools

Salesforce

Jira

ITSM tooling

Job description

Jonas Software is seeking a Hypercare Program Lead to orchestrate the post-migration experience for clients, ensuring successful transitions and measurable improvements. You will partner with IT, Security, CloudOps, and Product, driving escalation management and client communications with calm under pressure.

The role requires strong cross-functional collaboration, data-driven problem solving, and a passion for delivering outstanding client outcomes in a fast-paced SaaS environment.