Senior Customer Success Manager

Hapana powers fitness businesses with a platform covering memberships, bookings, payments, marketing, and growth. The Senior Customer Success Manager will own customer relationships from onboarding through renewal, serving as a trusted advisor who drives adoption, optimization, expansion, and measurable business outcomes. The role includes success planning, engagement management, risk monitoring, CRM hygiene, training, and cross-functional partnership.

Responsibilities:

• 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

Requirements:

• 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
• A commercial mindset with the ability to identify opportunities and solve customer problems
• Confidence working cross-functionally and influencing stakeholders at all levels
• Experience within SaaS, technology or the fitness and wellness industry is highly regarded