Scaled Customer Success Associate

About the role

As a Scaled Customer Success Associate at Hapana, you will be the main point of contact for a shared portfolio of SMB clients across multiple global markets. You will manage the end‑to‑end customer lifecycle, driving platform adoption, satisfaction and long‑term retention while collaborating closely with Account Executives.

Key responsibilities

• Execute the SMB lifecycle at key milestones (Day 1, 45, 150, 270, 300, 365) and act on each brand’s status.
• Deliver the Day 45 poll, analyse responses and use insights to shape Monthly Quests and content for the next 300 days.
• Run tailored Monthly Quests for expansion or maintenance brands.
• Contribute to the webinar program – content creation, delivery, follow‑up and tracking.
• Monitor client health signals (engagement, usage, webinar attendance) and intervene proactively.
• Manage the shared support queue: triage tickets, escalate when needed and close issues efficiently.
• Lead SMB renewals end‑to‑end, partnering with Account Executives for commercial growth.

Required profile

• Experience managing SMB client portfolios in a fast‑paced SaaS environment.
• Ability to work collaboratively in a shared queue and coordinate with sales teams.
• Strong organizational skills to handle multiple touchpoints and deadlines.
• Data‑driven mindset with a focus on proactive engagement and retention.

Required skills

• HubSpot