Job Description
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.
