Customer Success Associate

Hapana

Scaled Customer Success Associate driving SMB adoption and retention for Hapana’s fitness-management software. Managing lifecycle engagement, support queues, renewals, and expansion opportunities across global clients.

Posted 8/14/2026full-timeSydney • 🇦🇺 AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer success initiatives, including lifecycle management, client engagement, and upsell opportunities. Proficient in utilizing HubSpot CRM for effective client management and reporting.

Highest-signal resume keywords

Customer Success ManagementHubSpot CRM ProficiencyAnalytical MindsetStrong Communication SkillsAccount Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Customer Lifecycle ManagementClient EngagementData AnalysisLifecycle AutomationReporting

Soft Skills

Organizational SkillsCommunication DisciplineAutonomous Work

Tools & Technologies

HubSpot

Industry Keywords

SaaS Client ServicesCustomer SupportWebinar ManagementClient Health SignalsFitness Industry Experience

About the role

Key responsibilities & impact

Execute the SMB customer lifecycle across Day 1, 45, 150, 270, 300, and 365 touchpoints.
Deliver the Day 45 Goal-Alignment Anchor poll, act on responses, and segment Monthly Quests and content.
Deliver tailored Monthly Quests for Expansion and Maintenance brands.
Contribute to webinar content, delivery, follow-up, and attendance tracking.
Monitor engagement, usage, webinar attendance, and other client health signals; intervene before churn risks escalate.
Pick up, triage, escalate, and close customer support tickets through the shared queue.
Lead SMB account renewals end to end, partnering with Account Executives on commercial growth opportunities.
Identify upsell and expansion opportunities for Account Executives and Growth teams.
Collaborate with Customer Success Managers as SMB brands approach Mid-Market scale.
Maintain accurate HubSpot client records, lifecycle tags, and interaction notes.
Identify improvements to the scaled customer success model and help build the new role.
Carry out other duties supporting business needs as directed by leadership.

Requirements

What you’ll need

1–3 years’ experience in Customer Success, Account Management, or SaaS Client Services.
Ability to manage high-volume customer portfolios.
Strong communication and organisational skills.
Proficiency with HubSpot CRM for client management, lifecycle automation, and reporting.
Excellent written and verbal communication skills across digital and live formats.
Analytical mindset with the ability to identify trends, risks, and improvement opportunities.
Comfortable working autonomously in a global, distributed team environment.
Sydney-based availability to work from the office three days per week.
UK or US-based applicants must work fully remotely with strong self-management and communication discipline.
Fitness or wellness industry experience preferred but not required.

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.