Senior Customer Success Manager

🕒 August 14

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 32%

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Hapana

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🏨 Hospitality

📣 Marketing

Healthcare • Hospitality • Marketing

Hapana is a comprehensive management software solution catering to fitness studios and related businesses. Designed for single studios and multi-site fitness organizations, Hapana offers tools to streamline operations, manage memberships, and enhance member engagement. It provides features such as gym member management, custom membership packages, secure online billing, scheduling of classes, and marketing automation. The platform supports various fitness modalities, including Pilates, Yoga, Barre, Functional, HIIT, Spin, Martial Arts, and Boxing. With advanced analytics, personalized mobile apps, and a digital content suite, Hapana aims to empower fitness studios to operate efficiently and grow sustainably.

📋 Description

• 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, regular touchpoints, portfolio reviews and QBRs. • Drive adoption of Hapana workflows across members, payments, scheduling, communications and reporting. • Own the customer experience during expansion events, including new location openings. • Support onboarding, 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, notes, tasks, health indicators and renewal timelines. • Participate in onsite visits, immersion days and continuous learning. • Deliver measurable improvements in customer satisfaction, operational outcomes, adoption, engagement and renewals.

🎯 Requirements

• A minimum of 4-5 years' experience in Customer Success or Account Management. • Ability to communicate effectively across all levels of an organisation. • Ability to build relationships with day-to-day stakeholders and lead strategic, 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 the ability to identify opportunities and solve customer problems. • Confidence working cross-functionally and influencing stakeholders at all levels.

🏖️ Benefits

• Remote Working – The flexibility to do your best work remotely. • Health, Dental & Vision Coverage – Supporting you and your wellbeing. • 401k offering to help plan and invest for your future. • Summer Fridays – Finish at 3pm during summer. • Birthday Leave – Take your birthday off. • 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. • Paid Parental Leave – Supporting both primary and secondary carers. • Employee Assistance Program (EAP) – Confidential support when you need it.