Customer Success Manager

Hapana

Customer Success Manager guiding fitness businesses through Hapana’s SaaS adoption, optimisation, renewals, and expansion. Building trusted partnerships and measurable operational outcomes across customer portfolios.

Posted 8/4/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, focusing on relationship health, value realization, and effective communication across all organizational levels. Proficient in driving product adoption and managing renewals while utilizing CRM platforms to enhance customer satisfaction and operational outcomes.

Highest-signal resume keywords

Customer Success ManagementCRM Platform ProficiencyRelationship BuildingCommunication SkillsSaaS Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementData AnalysisBusiness Review PresentationOperational Improvement

Soft Skills

Effective CommunicationRelationship BuildingTime ManagementOrganizational SkillsCross-Functional Collaboration

Tools & Technologies

HubSpotGoogle WorkspaceMicrosoft Excel

Industry Keywords

SaaSTechnologyFitness IndustryWellness IndustryCustomer Engagement

About the role

Key responsibilities & impact

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.
Develop and maintain living Success Plans capturing customer goals, operating models, and milestones across adoption, optimisation, expansion, and renewal.
Establish and execute engagement cadences, including regular touchpoints, portfolio reviews, and standard QBRs.
Drive adoption of core Hapana workflows across members, payments, scheduling, communications, and reporting.
Own the customer experience during expansion events such as new location openings, including training, enablement, and adoption outcomes across new sites.
Inspect customer operations across booking flows, assessments, marketing, payments, and reporting, translating insights into actionable improvements.
Monitor customer health through usage, sentiment, and engagement signals; escalate risks early while maintaining ownership of resolution.
Partner with Growth Account Executives to support renewal preparation and ensure accurate renewal signals.
Maintain complete and accurate CRM records, including notes, tasks, health indicators, and renewal timelines.
Participate in onsite visits, immersion days, and continuous learning to deepen customer and industry understanding.
Build trusted partnerships, drive product adoption, improve customer satisfaction and operational outcomes, manage renewals, reduce preventable churn, and achieve OKRs.

Requirements

What you’ll need

Minimum of 3 years' experience in Customer Success or Account Management.
Ability to communicate effectively across all levels of an organisation, from day-to-day stakeholders to 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.
Experience within SaaS, technology or the fitness and wellness industry is highly regarded.
Commercial mindset with the ability to identify opportunities and solve customer problems.
Confidence working cross-functionally and influencing stakeholders at all levels.

Benefits

Comp & perks

Hybrid working – Enjoy the flexibility of working three days in the office and two days from home each week.
Summer Fridays – Finish at 3pm during summer and start your weekends early.
Birthday Leave – Take your birthday off, on us.
Wellness Days – Two additional wellbeing days each year, separate from annual leave.
Work From Anywhere – Spend up to two weeks each year working from anywhere in the world.
Home Office Allowance – Create a workspace you'll genuinely enjoy.
Paid Parental Leave – Supporting both primary and secondary carers.
Sonder – 24/7 mental health, medical and wellbeing support.
Monthly Team Events – We work hard, but we make time to celebrate together.
Sydney HQ Perks – Fresh fruit, snacks, great coffee and a beautiful CBD office.
Novated Leasing – Available for our Australian team.