Customer Success Manager — Growth & Adoption Champion

Hapana; Sydney; Hybrid; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Summer Fridays

Birthday leave

Wellness days

Work from anywhere

Home office allowance

Parental leave

Mental health support

Monthly team events

Sydney HQ perks

Novated leasing

Job summary

Hapana is seeking a Customer Success Manager to join our growing team. You’ll partner with customers from onboarding through expansion, owning relationships and driving adoption of Hapana’s workflows across memberships, payments, scheduling, and reporting.

You’ll collaborate with Onboarding, Growth, and Leadership to deliver measurable outcomes and renewals. We value a commercial mindset, strong communication, and the ability to influence stakeholders at all levels.

Qualifications

• 3+ years in Customer Success or Account Management.
• Ability to communicate with senior leaders and executives.
• Experience delivering client business reviews.
• Strong written and verbal communication.
• Excellent organizational and time-management skills.
• Experience with CRM platforms, ideally HubSpot.
• Proficiency in Google Workspace or Excel.
• Experience in SaaS or fitness/wellness industry.
• Commercial mindset to identify opportunities and solve problems.
• Ability to influence across functions.

Responsibilities

• Own customer relationship from day one and manage health and value.
• Develop and maintain Success Plans for adoption and expansion.
• Set up engagement cadences including QBRs.
• Drive adoption of Hapana workflows across modules.
• Own expansion events including training and onboarding at new sites.
• Inspect customer operations and translate insights into improvements.
• Monitor health signals and escalate risks early.
• Partner with Growth Account Executives on renewals.
• Maintain CRM records with health indicators and renewal timelines.
• Participate in onsite visits and continuous learning.

Skills

Customer Success

Account Management

Executive communication

HubSpot CRM

Excel / Google Sheets

SaaS experience

Stakeholder management

Tools

HubSpot

Job description

Hapana is seeking a Customer Success Manager to join our growing team. You’ll partner with customers from onboarding through expansion, owning relationships and driving adoption of Hapana’s workflows across memberships, payments, scheduling, and reporting.

You’ll collaborate with Onboarding, Growth, and Leadership to deliver measurable outcomes and renewals. We value a commercial mindset, strong communication, and the ability to influence stakeholders at all levels.