Senior Customer Success Manager

Hapana

Senior Customer Success Manager guiding fitness businesses through Hapana’s SaaS adoption, optimisation, renewals, and expansion. Owning customer relationships and measurable operational outcomes.

Posted 8/14/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

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 operational improvements. Proficient in driving product adoption and managing renewals while effectively communicating and collaborating with stakeholders at all levels.

Highest-signal resume keywords

Customer Success ManagementCRM Platform ExperienceRelationship BuildingOperational ImprovementSaaS Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementOperational InsightsPerformance Target ManagementTraining and EnablementData AnalysisBusiness Review PresentationOKR ManagementWorkflow AdoptionRisk Escalation

Soft Skills

Effective CommunicationRelationship BuildingOrganizational SkillsTime ManagementCross-Functional Collaboration

Tools & Technologies

CRM PlatformsHubSpotGoogle WorkspaceMicrosoft Excel

Industry Keywords

SaaSTechnologyFitness IndustryWellness Industry

About the role

Key responsibilities & impact

Own the customer relationship from day one as the primary partner and advocate
Be accountable for relationship health, value realisation, assigned OKRs, and performance targets
Develop and maintain Success Plans covering customer goals, operating models, and milestones
Establish and execute engagement cadences, including regular touchpoints, portfolio reviews, and QBRs
Drive adoption of Hapana workflows across memberships, payments, scheduling, communications, and reporting
Own the customer experience during expansion events such as new location openings
Deliver training, enablement, and adoption outcomes across new sites
Inspect customer operations across booking flows, assessments, marketing, payments, and reporting
Translate operational 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 on renewal preparation and 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
Build trusted customer 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 4–5 years' experience in Customer Success or Account Management
Ability to communicate effectively across all organisational levels
Ability to build relationships with day-to-day stakeholders and lead executive-level conversations with 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 ability to identify opportunities and solve customer problems
Confidence working cross-functionally and influencing stakeholders at all levels

Benefits

Comp & perks

Remote Working – The flexibility to do your best work remotely
Health, Dental & Vision Coverage – Supporting you and your wellbeing
Helping you plan and invest for your future offering 401k
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
Employee Assistance Program (EAP) – Confidential support when you need it
Equal opportunity employer committed to an inclusive environment