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About the Role
As a Customer Success Manager at Hapana, you will partner closely with customers from the beginning of their journey, guiding them from initial adoption through optimization, growth, and expansion. You will become an extension of their business, identifying opportunities, solving problems, and delivering measurable commercial outcomes. Your primary accountability will be owning the customer relationship throughout their lifecycle, acting as their trusted advisor and strategic partner.
Responsibilities
- Own the customer relationship from day one as the primary partner and advocate, accountable for relationship health, value realization, and delivery against assigned OKRs and performance targets.
- Develop and maintain living Success Plans capturing customer goals, operating models, and milestones across adoption, optimization, expansion, and renewal.
- Establish and execute engagement cadences that meet CS baselines, including regular touchpoints, portfolio reviews, and standard QBRs delivered using approved templates.
- Drive adoption of core Hapana workflows across members, payments, scheduling, communications, and reporting, ensuring customers meet minimum adoption thresholds.
- Own the customer experience during expansion events such as new location openings, supporting onboarding while retaining responsibility for training, enablement, and adoption outcomes across new sites.
- Inspect customer operations across booking flows, assessments, marketing, payments, and reporting, translating insights into actionable improvements.
- Monitor customer health through usage, sentiment, and engagement signals, escalating risks early while maintaining ownership of resolution.
- Partner with Growth Account Executives to support renewal preparation and ensure accurate renewal signals.
- Maintain complete, accurate CRM records including notes, tasks, health indicators, and renewal timelines.
- Participate in onsite visits, immersion days, and continuous learning to deepen customer and industry understanding.
Requirements
- A minimum of 3 years' experience in Customer Success or Account Management.
- Demonstrated ability to communicate effectively across all levels of an organization, building strong relationships with day-to-day stakeholders while confidently leading strategic, executive-level conversations with senior leaders and CEOs.
- Experience collating, delivering and presenting client business reviews.
- Outstanding communication and relationship-building skills.
- Strong organization, time management and follow-through skills.
- Experience using CRM platforms, ideally HubSpot.
- Intermediate proficiency with Google Workspace or Microsoft Excel.
- Experience within SaaS, technology or the fitness and wellness industry is highly regarded.
- A commercial mindset with the ability to identify opportunities and solve customer problems.
- Confidence working cross-functionally and influencing stakeholders at all levels.
Skills
- Customer Success
- Account Management
- Communication
- Relationship Building
- Organization
- Time Management
- CRM Platforms (HubSpot)
- Google Workspace
- Microsoft Excel
- SaaS
- Technology
- Fitness and Wellness Industry
- Commercial Mindset
- Cross-functional Collaboration
- Stakeholder Influence
Location
- Australia
- USA
- UK
- Brazil
- Singapore
- India
Work Type
- Hybrid working
- Work From Anywhere
Experience Level
- Minimum of 3 years' experience
Benefits
- Hybrid working – Enjoy the flexibility of working three days in the office and two days from home each week.
- Summer Fridays – Finish at 3pm during summer and start your weekends early.
- Birthday Leave – Take your birthday off, on us.
- Wellness Days – Two additional wellbeing days each year, separate from annual leave.
- Work From Anywhere – Spend up to two weeks each year working from anywhere in the world.
- Home Office Allowance – Create a workspace you'll genuinely enjoy.
- Paid Parental Leave – Supporting both primary and secondary carers.
- Sonder – 24/7 mental health, medical and wellbeing support.
- Monthly Team Events – We work hard, but we make time to celebrate together.
- Sydney HQ Perks – Fresh fruit, snacks, great coffee and a beautiful CBD office.
- Novated Leasing – Available for our Australian team.
About the Company
- Hapana powers some of the world's leading fitness brands, with its platform running entire businesses from memberships and bookings to payments, marketing and growth.
- The fitness industry is evolving rapidly, and Hapana is the technology helping drive that transformation.
- The company is a team of 115 people across Australia, USA, UK, Brazil, Singapore and India, building products that thousands of fitness businesses rely on every day.
- Everything Hapana creates has a direct impact on real customers, real businesses and millions of member experiences around the world.
- The company is entering an exciting new chapter, investing heavily in its platform, AI capabilities and product innovation.
Equal Opportunity
- Hapana is proud to be an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment where everyone can do their best work.
- Different perspectives make us stronger, and they're one of the reasons we've come this far—and will continue to grow.