Hapana

Customer Success Representative

Hapana

full-time

Posted on:

Location Type: Remote

Location: California • United States

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About the role

  • 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.

Requirements

  • 1–3 years’ experience in Customer Success, Account Management, or SaaS Client Services, ideally within the fitness or wellness industry.
  • Proven ability to manage high-volume customer portfolios with strong communication and organisational skills.
  • Excellent written and verbal communication skills across digital and live formats.
  • Proficiency with HubSpot CRM for client management, automation, and reporting.
  • Ability to balance multiple priorities in a fast-paced, dynamic environment.
  • Analytical mindset with the ability to identify trends, risks, and opportunities for improvement.
  • Collaborative and proactive, with a passion for helping clients achieve measurable results.
Benefits
  • Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementSaaS client servicesonboardingdata analysisprocess improvementcontent creationmetrics trackingCRM management
Soft skills
communicationorganizational skillscollaborationproactivityanalytical mindsettime managementcustomer engagementproblem-solving