Senior Customer Success Manager

Hapana Customer Success Manager

Hapana powers some of the world's leading fitness brands. Walk into Fitstop, STRONG Pilates, KX Pilates, Gold's Gym or J.I.M and there's a good chance our platform is running the entire business—from memberships and bookings to payments, marketing and growth.

The fitness industry is evolving rapidly, and we're the technology helping drive that transformation.

Today we're 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 we create has a direct impact on real customers, real businesses and millions of member experiences around the world.

We're entering an exciting new chapter as we invest heavily in our platform, AI capabilities and product innovation. If you're passionate about solving meaningful problems, working with talented people and shipping products that customers love, we'd love to meet you.

The Opportunity

At Hapana, Senior Customer Success starts long before go-live. As a Customer Success Manager, you'll join your customers from the very beginning of their journey, partnering closely with our Onboarding team before becoming their trusted advisor for the long term. You'll guide customers from initial adoption through to optimisation, growth and expansion, helping them unlock more value from Hapana at every stage.

We believe in "ever-boarding." That means customer success isn't a one-off event—it's an ongoing partnership. You'll meet customers where they are, build their confidence, deepen product adoption and continuously help them improve the way they operate.

This isn't simply relationship management. You'll become an extension of your customers' business, working across operations, finance, marketing and member experience to identify opportunities, solve problems and deliver measurable commercial outcomes.

Most importantly, you'll own the relationship. While Product, Support, Growth and Leadership all play an important role, you'll be the customer's trusted advisor, strategic partner and primary point of accountability throughout their lifecycle.

What You'll Do

• Account Ownership & Accountability: Own the customer relationship from day one as the primary partner and advocate, accountable for relationship health, value realisation, and delivery against assigned OKRs and performance targets.
• Success Planning: Develop and maintain living Success Plans capturing customer goals, operating models, and milestones across adoption, optimisation, expansion, and renewal
• Engagement Cadence: Establish and execute engagement cadences that meet CS baselines, including regular touchpoints, portfolio reviews, and standard QBRs delivered using approved templates
• Adoption & Enablement: Drive adoption of core Hapana workflows across members, payments, scheduling, communications, and reporting, ensuring customers meet minimum adoption thresholds
• Expansion Ownership & Training: 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
• Business Inspection: Inspect customer operations across booking flows, assessments, marketing, payments, and reporting, translating insights into actionable improvements
• Risk Management: Monitor customer health through usage, sentiment, and engagement signals, escalating risks early while maintaining ownership of resolution
• Sales Partnership: Partner with Growth Account Executives to support renewal preparation and ensure accurate renewal signals
• GTM Hygiene: Maintain complete, accurate CRM records including notes, tasks, health indicators, and renewal timelines
• Learning & Presence: Participate in onsite visits, immersion days, and continuous learning to deepen customer and industry understanding

What You'll Bring

We're looking for someone who's naturally curious, customer-focused and genuinely enjoys helping businesses succeed. You'll ideally bring:

• A minimum of 4-5 years' experience in Customer Success or Account Management.
• Demonstrated ability to communicate effectively across all levels of an organisation, 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 organisation, 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.

If you're reading this thinking, "I don't tick every single box, but this sounds like me," we'd still love to hear from you. We hire for potential as much as experience.

What Success Looks Like

By the end of your first year, you'll have:

• Built trusted partnerships with a portfolio of highly engaged customers.
• Driven strong adoption of Hapana's core products and workflows.
• Delivered measurable improvements in customer satisfaction and operational outcomes.
• Created predictable, well-managed renewals through proactive engagement.
• Reduced preventable churn by identifying and addressing risks early.
• Consistently achieved your OKRs across retention, adoption, customer engagement and CRM excellence.

Life At Hapana

We believe great work happens when people are trusted, supported and given room to do their best work. What you'll enjoy

• Remote Working – The flexibility to do your best work remotely.
• Health, Dental & Vision Coverage – Supporting you and your wellbeing.
• Helping you plan and invest for your future offering 401k
• 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.
• Employee Assistance Program (EAP) – Confidential support when you need it.
• And we're continuing to evolve our benefits as Hapana grow

We're building products that power the future of fitness and we're only just getting started.

If you love solving meaningful problems, collaborating with exceptional people and seeing your work make a genuine impact, we'd love to hear from you.

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.

We're excited to manage this recruitment ourselves, so we won't be partnering with recruitment agencies for this opportunity.