Scaled Customer Success Associate

WHO WE ARE Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like Gold’s Gym, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries. We’re committed to fostering growth for our teams and clients through innovation and teamwork. As a global company, we rely on open communication and people speaking up. Bring ideas, passion, and creativity to the role, and you’ll fit right in. THE OPPORTUNITY As a Scaled Customer Success Associate at Hapana, you are the primary relationship contact for a pooled portfolio of SMB clients across global markets. You are not assigned a single book of business — you own the segment alongside your fellow SCSA, operating from a shared queue with shared accountability for every brand. SCSAs execute the SMB lifecycle end to end: onboarding, education, proactive engagement, health monitoring, and renewals. You run Monthly Quests, deliver webinars, action the Goal-Alignment Anchor, and use HubSpot to keep every brand on track from Day 1 through Day 365 and beyond. The SCSA mirrors many of the core responsibilities of a Customer Success Manager but executes them at scale — balancing efficiency and consistency to deliver measurable outcomes across a broad, global SMB base. Above all, the scaled model only works if both SCSAs hold the same standard: consistency, notes, and proactive action are non-negotiable. The objective of this role is to deliver strong platform adoption, high satisfaction, and long-term retention across the global SMB portfolio through scalable, lifecycle-driven engagement — while leading renewals in partnership with Account Executives and contributing to the continuous improvement of the scaled CS model. WHAT YOU’LL DO • Lifecycle Management: Execute the SMB lifecycle across all touchpoints — Day 1, 45, 150, 270, 300, and 365. Know where every brand is in the sequence and act on it. • Goal-Alignment Anchor: Deliver the Day 45 poll, act on responses, and use them to segment Monthly Quests and content for the next 300 days. • Monthly Quests: Deliver tailored Monthly Quests based on whether a brand is Expansion or Maintenance — not the same content to everyone. • Webinar Program: Contribute to content, delivery, follow-up, and tracking. Know what’s scheduled, why it’s relevant, and who attended. • Health Monitoring: Monitor client health signals — engagement, usage, webinar attendance — and intervene before issues become churn. • Queue Management: Pick up tickets, triage correctly, escalate to Tier 2 where needed, and close what you open. The queue is shared; if you’re on shift, it’s yours. • Renewal Ownership: Lead renewals for SMB accounts end to end — the data, the outreach, the close — partnering with AEs where there is a commercial growth opportunity. • Growth Identification: Flag upsell and expansion opportunities to the AE and Growth teams. Collaborate with CSMs when an SMB brand is approaching Mid-Market scale. • HubSpot Hygiene: Keep all client records, lifecycle tags, and interaction notes accurate and current. If it’s not in HubSpot, it didn’t happen. • Continuous Improvement: Flag what isn’t working in the model and bring ideas. This role is new and you are expected to help build it. • Carry out other duties and responsibilities that support the needs of the business, as directed by leadership. WHAT YOU’LL BRING • 1–3 years’ experience in Customer Success, Account Management, or SaaS Client Services. • Proven ability to manage high-volume customer portfolios with strong communication and organisational skills. • Proficiency with HubSpot CRM for client management, lifecycle automation, and reporting. • Excellent written and verbal communication skills across digital and live formats. • Analytical mindset with the ability to identify trends, risks, and opportunities for improvement. • Comfortable working autonomously in a global, distributed team environment. • Sydney-based: availability to work from the office three days per week. • UK or US-based: fully remote with strong self-management and communication discipline. • Fitness or wellness industry experience preferred but not required. WHAT SUCCESS LOOKS LIKE By the end of your first year, you’ll have: • Delivered high customer satisfaction and retention across the global SMB portfolio. • Driven consistent platform adoption and client engagement across all SMB accounts. • Led renewals confidently and closed them in partnership with AEs. • Ensured no brand falls off the lifecycle or goes quiet without a deliberate intervention. • Consistently met assigned OKRs related to retention, adoption, engagement, and CRM hygiene. LIFE AT HAPANA We believe great work happens when people are trusted, supported and given room to do their best work. What you’ll enjoy: • Hybrid working – Enjoy the flexibility of working three days in the office and two days from home each week. • Summer Fridays – Finish at 3pm during summer and start your weekends early. • Birthday Leave – Take your birthday off, on us. • Wellness Days – Two additional wellbeing days each year, separate from annual leave. • Work From Anywhere – Spend up to two weeks each year working from anywhere in the world. • Home Office Allowance – Create a workspace you’ll genuinely enjoy. • Paid Parental Leave – Supporting both primary and secondary carers. • Sonder – 24/7 mental health, medical and wellbeing support. • Monthly Team Events – We work hard, but we make time to celebrate together. • Sydney HQ Perks – Fresh fruit, snacks, great coffee and a beautiful CBD office. • Novated Leasing – Available for our Australian team. JOIN US We’re building products that power the future of fitness and we’re only just getting started. If you love solving meaningful problems, collaborating with exceptional people and seeing your work make a genuine impact, we’d love to hear from you. Hapana is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone can do their best work. Different perspectives make us stronger, and they’re one of the reasons we’ve come this far—and will continue to grow. We’re excited to manage this recruitment ourselves, so we won’t be partnering with recruitment agencies for this opportunity.