Note: The job is a remote job and is open to candidates in USA. Hapana is a rapidly growing software company serving the fitness industry and multisite boutique businesses across global markets. The Scaled Customer Success Associate manages the SMB customer lifecycle at scale, including onboarding, education, engagement, health monitoring, renewals, and growth identification. The role also maintains HubSpot data, supports webinars, manages a shared customer queue, and contributes to improving the scaled customer success model.
Responsibilities
- 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
Skills
- 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
Benefits
- 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.
Company Overview