Hapana

Customer Success Manager

• Design and execute a unified Customer Success strategy aligned with Hapana’s growth goals and V2G platform evolution.
• Integrate CSM, Support and Onboarding into one seamless function to deliver a frictionless customer journey.
• Build differentiated service models for Enterprise (high-touch), Mid-Market, and SMB (scaled, digital-first).
• Partner with the CRO to define success metrics, growth priorities and global expansion goals.
• Represent Customer Success at the leadership level, influencing go-to-market and cross-functional alignment.
• Lead the customer experience throughout the V1 → V2G migration, ensuring smooth transitions and exceptional retention.
• Collaborate with Product and Engineering to translate new platform capabilities into tangible customer value.
• Develop migration playbooks, readiness plans and communication frameworks for internal teams and customers.
• Prepare and upskill the CS organisation for new systems, tools and engagement models introduced with V2G.
• Redesign the Customer Success structure across Onboarding, Support, CSM and CSR functions.
• Scale the organisation (new hires) while defining clear career paths and leadership layers.
• Foster a high-performance culture through coaching, clarity and accountability.
• Support current leaders’ transition into new markets and strengthen the global leadership bench.
• Build and standardise playbooks, frameworks and operating rhythms for onboarding, adoption and retention.
• Define and monitor key metrics (time-to-value, NPS, adoption, expansion) to drive continuous improvement.
• Launch a virtual onboarding experience for SMB customers on V2G and enhance onboarding for Mid-Market and Enterprise.
• Implement forecasting and capacity models to optimise efficiency and scalability.
• Own customer retention, expansion, and advocacy across all segments.
• Proactively identify and mitigate churn risks.
• Establish feedback loops that inform the product roadmap and Customer Success strategy.
• Partner with Marketing and Product to amplify customer stories and elevate the Voice of the Customer.
• Lead distributed teams across Australia and the US, with planned expansion into Asia, the Middle East, and Europe.
• Collaborate with Sales, Marketing, Product and Engineering to deliver a unified customer lifecycle.
• Partner with executive leadership on strategic initiatives, market readiness and new feature rollouts.

Director of Customer Success

Chief Marketing Officer

• Define and execute Hapana’s global marketing strategy
• Lead the expansion of Hapana in the US market
• Evolve Hapana’s brand from a startup to a global leader
• Position Hapana as a thought leader in AI-driven fitness technology
• Oversee customer migration strategies and product positioning
• Build a scalable, data-driven demand generation engine
• Design and execute account-based marketing programs
• Own and optimise the marketing technology stack
• Lead, mentor and scale a high-performing marketing team

Head of Marketing

Product Designer

• Design intuitive, engaging, and scalable experiences for Hapana’s suite of fitness products (mobile + web).
• Conduct user research, usability testing, and competitor analysis to inform design decisions.
• Create wireframes, prototypes, high-fidelity UI designs, and design system components in Figma and AI-assisted design tools.
• Leverage AI platforms (e.g., Cursor, Claude, ChatGPT, and design-focused AI tools) to accelerate ideation, prototyping, user testing scripts, and documentation.
• Collaborate closely with product managers, engineers, and global stakeholders to deliver consistent, high-quality user experiences.
• Ensure Hapana’s design language evolves with our brand, embedding accessibility and inclusivity.
• Bring ideas, passion, and creativity; work within small team; communicate openly; foster growth.

Product Designer, UI/UX

Strategy

• Own the end-to-end delivery of Hapana’s most important strategic projects, ensuring they are delivered on time, within scope, and aligned to business priorities.
• Translate strategic objectives into actionable project plans, with clear milestones, success criteria, and ownership.
• Track and report progress to senior leadership, providing transparency on outcomes, risks, and dependencies.
• Lead transformation initiatives that improve operational efficiency, scalability, and customer outcomes.
• Develop and implement change management strategies to ensure new processes, systems, or structures are adopted effectively.
• Act as a change ambassador, helping teams navigate through transition periods with clarity and confidence.
• Partner with Product, Engineering, Customer Success, Sales, Marketing, and Operations to deliver aligned outcomes.
• Facilitate workshops, planning sessions, and steering committee meetings to drive alignment and decision-making.
• Establish frameworks, templates, and best practices for program and project management to raise the standard of delivery across Hapana.
• Monitor KPIs and performance metrics to assess project and transformation success, recommending improvements where needed.
• Identify risks early, propose mitigation strategies, and remove roadblocks to maintain momentum.
• Provide thought leadership on project execution and organizational transformation, bringing in industry best practices.
• Mentor and guide colleagues in project management approaches, uplifting capability across teams.
• Foster a culture of accountability, collaboration, and continuous improvement in everything you lead.

Director of Customer Success

Head of Marketing

Product Designer, UI/UX

Strategic Projects and Transformation Manager