Customer Success Manager driving success for large enterprise clients in security solutions. Focused on executive alignment and measurable outcomes in complex environments.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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