Hapana

Product Manager

• As Head of Product at Hapana, you’ll lead and grow the product team with a strong focus on people leadership, operating rhythm and high-quality delivery.
• You’ll be accountable for how the product function runs day to day: how work is prioritised, how decisions are made, how teams collaborate and how outcomes are delivered and measured.
• This role partners closely with Engineering, Customer Success, Sales and Marketing to ensure the team executes predictably, learns quickly and continuously improves the platform based on customer needs and business priorities.

Head of Product

Customer Success Manager

• Serve as primary contact for SMB clients in a pooled model, managing communications, maintaining HubSpot records, and ensuring timely, clear engagement to build confidence and satisfaction.
• Lead V2 hybrid onboarding for SMB clients, delivering group sessions, webinars, and digital training to ensure milestones are completed within 30 days while balancing automation with personalized support.
• Identify common onboarding challenges and contribute to continuous process improvements in collaboration with Product and Implementation teams.
• Conduct outreach and deliver scalable enablement content (webinars, campaigns, usage guides) to drive adoption of Hapana's key features.
• Track usage and engagement metrics to identify opportunities for education, intervention, or additional support.
• Maintain accurate usage data and documentation to support renewal readiness; identify and flag upsell or expansion opportunities to CSM and Growth teams.
• Partner with Marketing and Product to develop SMB-specific content, align communications, and share customer feedback and improvement opportunities.
• Collaborate with CSMs on shared accounts and client transitions; work with Support to escalate technical issues and keep clients informed during resolution.
• Maintain CRM hygiene, provide regular insights on client challenges and engagement trends, and contribute to operational efficiency initiatives.
• Participate in feedback sessions to refine workflows and communication strategies, ensuring consistent customer experience across all client tiers.

Hapana

Head of Product

Customer Success Representative

Customer Success Representative