Job Description

About Hapana
Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like Gold's Gym, BFT, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries.
We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up. Bring ideas, passion, and creativity to the role, and you'll fit right in.
Job Summary
As a Customer Success Managers (CSMs) you will be assigned at the start of a customer's journey, acting as a stakeholder through the onboarding project and remaining the customer's steady partner throughout the lifecycle. From the fragile stage of initial adoption through maturity and brand expansion, CSMs embrace an "ever-boarding" mentality, meeting customers where they are and guiding their adoption, product knowledge and confidence over time.
CSMs are strategic partners who engage with every aspect of a customer's business, from operations and finance to marketing and member experience. They identify gaps, recommend best practices, introduce new features and drive continuous optimisation that delivers measurable improvements.
Above all, the CSM owns the account. Every outcome remains their responsibility. While other teams and leaders may step in, ultimate accountability never shifts. Customers know their CSM is their advocate, their guide and their single point of ownership.
Key Responsibilities

• Account Ownership through owning the customer relationship from day one, serving as the primary partner and advocate accountable for relationship health, value realisation and executive alignment.
• Success planning by developing and maintaining living Success Plans that capture customer goals, operating models, promotional calendars and aligned milestones across adoption, optimisation and growth.
• Engagement Cadence with establishing and managing engagement cadences that meet CS baselines while tailoring to customer needs, including scheduled touch points, portfolio reviews and quarterly business reviews.
• Sales Partnership by collaborating with the Growth Account Executive to optimise renewals and identify expansion opportunities, ensuring seamless and customer-centric growth strategies.
• Expansion and Transitions through owning all expansion and transition events, including new site openings, mergers, acquisitions and exits, coordinating with Onboarding for setup while managing readiness and education for the customer team.
• Business Inspection by inspecting and improving customer operations across online presence, booking flows, assessments, automations, communications, payments, marketing, promotions and reporting, turning insights into actionable recommendations.
• Adoption and Enablement with driving adoption and enablement of the Hapana platform by delivering best practice sessions, tailoring playbooks and collaborating with internal teams to create scalable education assets like guides, templates and recorded walkthroughs.
• Risk Management through monitoring customer health and manage risk by tracking usage and sentiment, escalating issues through defined protocols while maintaining full ownership and championing customer needs to Product, Engineering, Support and Merchant Gateway partners.
• Cross-Functional collaboration and culturally by building strong relationships across departments, engaging actively with fellow CSMs, contributing to a team culture of innovation and strengthening CS processes in partnership with leadership.
• Immerse yourself in the customer's brand through site visits, attending classes and workouts and building direct relationships with HQ leaders, franchisees and studio operators to close the loop between strategy and execution.
• Commit to continual learning and global awareness, staying current on fitness industry trends, SaaS innovations, payments, compliance requirements and regional regulations, using this knowledge to guide customers and inform Hapana's internal protocols.

Qualifications & Requirements

• Minimum of 3+ years' experience in a Customer Success or Account Management role within the SaaS industry, ideally within the fitness or wellness sector.
• Strong relationship management and consultative skills, with the ability to build trusted, long-term partnerships with clients at all levels.
• Proven ability to manage a high-value, complex customer portfolio while consistently delivering measurable business results such as retention, adoption, and expansion.
• Proficiency in G-Suite, CRM systems, and customer health monitoring tools, with the ability to leverage data to inform strategy and decision-making.
• Excellent presentation and communication skills, including the capability to confidently engage with executive stakeholders and influence strategic discussions.
• Genuine passion for customer success, with a strong commitment to delivering exceptional service and creating long-term value for clients.
• Demonstrated ability to manage multiple projects simultaneously, balance competing priorities, and adapt to a dynamic, fast-paced business environment.
• Flexibility to collaborate with global teams across multiple time zones, including occasional work outside of standard business hours.
• Willingness to travel for on-site client meetings, industry events, and project-related activities as required.
• Comfortable working independently in a remote environment.

Hapana is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities, and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
If you have the experience, happy to wear multiple hats we want to hear from you. We thank you in advance for taking the time to apply, please note that only shortlisted candidates will be contacted for an interview. No recruitment agencies please.

Skills Required