Customer Success Manager

About the role

As a Customer Success Manager at Hapana, you will join customers from the start of their journey, partnering with the Onboarding team and becoming their trusted advisor for the long term. You will guide them through adoption, optimisation, growth and expansion, helping them unlock the full value of Hapana’s fitness platform.

Key responsibilities

• Own the customer relationship from day one, acting as the primary partner and advocate.
• Develop and maintain living Success Plans that capture customer goals, operating models and milestones.
• Establish and execute regular engagement cadences, including touch‑points, portfolio reviews and quarterly business reviews.
• Drive adoption of core Hapana workflows across members, payments, scheduling, communications and reporting.
• Identify opportunities across operations, finance, marketing and member experience, delivering measurable commercial outcomes.
• Serve as the customer’s strategic partner and primary point of accountability throughout the lifecycle.

Required profile

• Passion for solving meaningful problems and delivering products customers love.
• Ability to build strong, trusted relationships and act as an extension of the customer’s business.
• Strong communication and collaboration skills across cross‑functional teams.

Required skills