Hypercare Program Lead

Job Description

THE COMPANY Jonas Club Software is an industry-leading club-first management platform built exclusively for private and member-driven clubs, designed to be the single source of club truth. Used by thousands of clubs across five continents for more than 35 years, Jonas Club combines hospitality-grade performance with a global team of more than 6,000 professionals focused on service, security, and continuous improvement.

Engineered for hospitality operations and compliant with SOC 2 and PCI requirements, the platform supports extensibility through APIs and partner integrations and brings reservations, point-of-sale, food and beverage, billing and finance, events, member services, and reporting into one secure, contextual activity timeline that enables seamless interactions between members, staff, and the broader club community.

The Hypercare Program Lead is a newly created, strategic role at the heart of our hosting transformation. As we scale our initiative to migrate clients to our hosting facility and prepare for the JCM rewrite launch later this year, the experience clients have immediately after migration has become the single biggest driver of long-term confidence in our hosting platform. Hypercare is the bridge between "the migration is done" and "the client is genuinely successful."

Today, that bridge is held together by goodwill, late nights, and individual heroics. This role exists to change that, to turn Hypercare into a deliberate, measurable, repeatable program that resolves the client, not just the ticket. Salary Range for this role will between $60,000 - $70,000

• Own the Hypercare framework end-to-end: entry criteria, duration, escalation paths, exit criteria, SLAs (response, resolution, communication cadence), and success metrics, and evolve it as the program matures.
• Own the client experience from go-live to Hypercare exit, ensuring every client has a clear point of contact, a clear plan, and a clear off-ramp.
• Serve as the senior client-facing escalation point, leading sensitive conversations with calm and clarity, and translating technical issues into language clients trust.
• Build durable relationships with key client stakeholders (Controllers, GMs, Directors of Operations) so concerns surface early.
• Run the Weekly Hypercare Pattern Analysis: synthesizing tickets, escalations, and feedback into recurring themes, and drive those insights into:
  Migration playbook updates (with the Migration Specialist Lead) Runbook updates (with Cloud Aps Leads) Client-facing documentation (owned by this role) Product / Engineering escalations (with Product Owners and Engineering Leads)
• Measure whether issues are decreasing over time, not just being closed and report on it.
• Orchestrate cross-functional Hypercare response across Cloud Ops, Cloud Aps, Migration, PS, Dev Ops, Support, and Product, removing friction at handoffs so no client falls through the seams.
• Partner with Sales to eliminate direct client escalations to reps, restoring sales' focus on selling.
• Build and own the executive Hypercare dashboard, health, recurring issues, time-to-resolution, client sentiment — and be the company's source of truth on how clients are actually doing post-migration.

• Required Experience 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.
• Strongly Preferred 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. Clients elevate when they are frustrated. You need to be the person whose presence lowers the temperature, not raises it.
• Pattern recognition. You can sit through ten escalations and walk out with three insights about the system, not just three task lists.
• Bias to root cause. You are not satisfied with closing tickets. You want the next ten clients to never hit the same issue.
• Diplomacy with backbone. You can hold the line with internal teams when something needs to change, while keeping relationships intact.
• Operator's mindset. You are as…