Hybrid Customer Success Representative

at Hapana

• Job title: Customer Success Representative
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Rosebery, Australia

About the role

• Customer Success Representative managing SMB clients for Hapana, enhancing member experiences in the fitness industry. Collaborating cross-functionally and ensuring effective onboarding and client support.

Responsibilities

• 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.
• 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.
• Identify common onboarding challenges and contribute to continuous process improvements in collaboration with Product and Implementation teams.
• Conduct outreach and deliver scalable enablement content (webinars, campaigns, usage guides) to drive adoption of Hapana's key features.
• Track usage and engagement metrics to identify opportunities for education, intervention, or additional support.
• Maintain accurate usage data and documentation to support renewal readiness; identify and flag upsell or expansion opportunities to CSM and Growth teams.
• Partner with Marketing and Product to develop SMB-specific content, align communications, and share customer feedback and improvement opportunities.
• Collaborate with CSMs on shared accounts and client transitions; work with Support to escalate technical issues and keep clients informed during resolution.
• Maintain CRM hygiene, provide regular insights on client challenges and engagement trends, and contribute to operational efficiency initiatives.
• Participate in feedback sessions to refine workflows and communication strategies, ensuring consistent customer experience across all client tiers.

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.

Benefits

• Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies