Customer Success Representative

About Hapana Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses such as F45, Gold’s Gym, STRONG Pilates, BFT, and KX Pilates. Our commitment to enhancing member experiences, coupled with exceptional customer support, has earned us a reputation that spans more than 17 countries. We’re a fast-growing, collaborative team driven by innovation and results. We value accountability, creativity, and open communication — empowering our people to bring ideas that help us and our clients grow. Job Summary The Customer Success Representative (CSR) is a specialised role within Hapana’s Customer Success team, responsible for managing a pooled portfolio of small to medium business (SMB) clients. As the primary point of contact for non-technical customer needs, the CSR delivers scalable engagement, onboarding guidance, and proactive relationship management to drive adoption, satisfaction, and retention across the SMB client base. Working collaboratively with Customer Success Managers (CSMs), Support and Product, CSRs ensure Hapana’s SMB clients are onboarded effectively, educated continuously and supported through structured engagement and proactive communication. Key Responsibilities Client Relationship Management – 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. Guided Onboarding Delivery – 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. Onboarding Process Improvement – Identify common onboarding challenges and contribute to continuous process improvements in collaboration with Product and Implementation teams. Proactive Enablement & Training – Conduct outreach and deliver scalable enablement content (webinars, campaigns, usage guides) to drive adoption of Hapana's key features. Client Health Monitoring – Track usage and engagement metrics to identify opportunities for education, intervention, or additional support. Renewal & Growth Support – Maintain accurate usage data and documentation to support renewal readiness; identify and flag upsell or expansion opportunities to CSM and Growth teams. Cross-Functional Collaboration – Partner with Marketing and Product to develop SMB-specific content, align communications, and share customer feedback and improvement opportunities. Tier Transition & Escalation Management – Collaborate with CSMs on shared accounts and client transitions; work with Support to escalate technical issues and keep clients informed during resolution. Data & Insights Reporting – Maintain CRM hygiene, provide regular insights on client challenges and engagement trends, and contribute to operational efficiency initiatives. Standards & Strategy Alignment – Participate in feedback sessions to refine workflows and communication strategies, ensuring consistent customer experience across all client tiers. Qualifications and 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. Availability to work from the Sydney office three days per week for collaboration and team development. Why Join Hapana? Be part of an innovative team transforming the fitness and wellness space. A culture that values trust, innovation, and teamwork. Opportunities for career growth in a dynamic, global organisation. Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies. If you have the experience, happy to wear multiple hats we want to hear from you. We thank you in advance for taking the time to apply, please note that only shortlisted candidates will be contacted for an interview. No recruitment agencies please. Hapana is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities, and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics #J-18808-Ljbffr