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About the Role
The Onboarding Specialist supports customer onboarding, adoption, and success with Hapana Grow (Go High Level). This role acts as a subject-matter expert, guiding customers through setup and configuration to ensure they achieve value quickly. You will work closely with Customer Success, Support, and Product teams to deliver a scalable onboarding experience, improving time to value and driving product adoption.
Responsibilities
- Develop expertise in Hapana Grow, including automations, pipelines, messaging, integrations, and data flows.
- Provide clear guidance to customers on configuring and using Grow within supported Hapana workflows.
- Respond to Grow-related questions and support requests, escalating complex issues.
- Stay up-to-date on Grow feature updates and contribute to internal knowledge sharing.
- Demonstrate full proficiency across all Hapana products.
- Manage and set up all new incoming customers.
- Perform technical registrations and product setups for new customers.
- Initiate and manage correspondence related to the onboarding process.
- Collect and organize key documentation from customers.
- Monitor and ensure adherence to critical timelines, addressing potential risks.
- Communicate with customers to resolve missing items or documentation.
- Collaborate with implementation and migration teams for a smooth onboarding process.
- Create and maintain onboarding documentation.
- Address and resolve issues or concerns during the onboarding process.
- Maintain detailed records of client interactions and onboarding activities.
- Provide regular updates to clients on onboarding status.
- Collaborate with sales, marketing, product, and support teams.
- Support structured onboarding for new Grow customers through calls, workshops, and guided setup sessions.
- Assist customers in understanding how Grow fits into their business operations and customer engagement strategies.
- Follow defined onboarding plans and playbooks for a consistent, scalable experience.
- Monitor onboarding progress and flag risks to adoption or time to value.
- Support post-onboarding customers with usage guidance, optimization tips, and best practices.
- Help identify underutilised Grow features and educate customers on driving more value.
- Partner with Customer Success to support ongoing adoption and retention initiatives.
- Contribute to initiatives aimed at increasing Grow engagement across the customer base.
- Assist in maintaining onboarding and support documentation, including user guides and FAQs.
- Participate in internal training sessions to build consistent understanding of Grow across teams.
- Provide feedback to Product and Customer Success on common customer questions and challenges.
- Track and contribute to onboarding and adoption metrics.
- Identify opportunities to improve onboarding flows, documentation, and support processes.
- Collaborate with cross-functional teams to improve the end-to-end customer experience.
Requirements
- Minimum 2–4 years’ experience working with SaaS platforms and/or CRM systems.
- At least 2 years’ experience in customer onboarding, customer success, or customer support roles.
- Hands-on experience with Grow (Go High Level) or similar CRM and automation platforms.
- Strong organizational skills with the ability to manage multiple customers and tasks concurrently.
- Ability to explain technical concepts in a clear, customer-friendly manner.
- High attention to detail and a structured approach to work.
- Proactive mindset with the ability to identify and suggest process improvements.
- Strong written and verbal communication skills.
- Comfortable working both independently and as part of a distributed team.
Skills
- Grow (Go High Level) Expertise
- SaaS Platforms
- CRM Systems
- Customer Onboarding
- Customer Success
- Customer Support
- Automation Platforms
- Organizational Skills
- Technical Explanation
- Attention to Detail
- Process Improvement
- Written Communication
- Verbal Communication
- Independent Work
- Team Collaboration
- Twilio registration (desirable)
- SendGrid registration (desirable)
- DNS settings understanding (desirable)
- Fitness Industry Knowledge (desirable)
Location
- Sydney
- USA
- UK
- Brazil
- Singapore
- India
Work Type
- Remote
- Hybrid
- Work from anywhere
Experience Level
- 2-4 years SaaS/CRM experience
- 2+ years customer onboarding/success/support experience
Benefits
- Summer Fridays (Fridays wrap at 3pm)
- Birthday leave
- Wellness days
- Work from anywhere (two weeks a year)
- Home office stipend
- Parental leave
- Sonder (mental health and wellbeing support)
- Monthly team events
- Monthly team drinks and nibbles
- Office perks (fresh fruit, well-stocked snacks)
- Novated leasing (for Australian team)
About the Company
- Hapana powers the world's best fitness brands with a platform managing memberships, bookings, marketing, and payments.
- The fitness industry is booming, and Hapana provides the underlying technology.
- Hapana has 117 people across Sydney, USA, UK, Brazil, Singapore, and India.
- Work shipped by Hapana reaches studios and members globally.
Equal Opportunity
- Hapana is an equal opportunity employer.
- People of all backgrounds, identities, abilities, and experiences are welcome.
- Different perspectives are valued for company growth.