Customer Success Manager

About the job

About Hapana

Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like F45, Gold’s Gym, BFT, 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. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. 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.

Job Summary

As a Customer Success Manager, you manage Hapana’s most complex enterprise portfolios while acting as a senior individual contributor and mentor within the CS team. You lead strategic renewals, adoption initiatives, and cross-functional execution for high-impact customers.

Job Objective

To maximise enterprise retention, expansion, and customer ROI while elevating CS capability through mentorship and strategic leadership.

Key Responsibilities

• Enterprise Account Ownership: Own large, complex enterprise portfolios with full accountability for retention, expansion influence, and OKR achievement
• Executive Strategy & Renewals: Lead executive-level QBRs, renewal negotiations, and multi-year planning discussions
• Advanced Adoption Leadership: Drive deep adoption and optimisation across enterprise workflows and integrations
• Expansion Leadership: Lead complex, multi-site and multi-region expansion rollouts, ensuring consistent training and adoption outcomes
• Mentorship & Leadership: Mentor junior and mid-level CSMs, providing guidance on strategy, risk management, and execution
• Data & Forecasting: Build advanced health models, forecasts, and renewal dashboards to inform proactive decision-making
• Churn Prevention: Identify churn patterns and lead proactive mitigation strategies across the portfolio
• Cross-Functional Leadership: Lead enterprise escalations and cross-functional initiatives

Outcomes That Matter

• Strong enterprise retention and expansion performance
• Customers demonstrate measurable ROI and maturity
• Reduced churn through early, data-driven intervention
• Team capability uplift through mentorship
• Advanced OKRs consistently achieved

Qualifications & Requirements

• 4–6 years’ experience in SaaS Customer Success
• Proven enterprise portfolio management
• Advanced data analysis, forecasting, and reporting skills
• Strong leadership, mentoring, and project management capability

Why Join Hapana?

• Be part of an innovative team transforming the fitness and wellness space.
• A culture that values trust, innovation, and teamwork.
• Opportunities for career growth in a dynamic, global organisation.
• Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies.

If you have the experience, happy to wear multiple hats we want to hear from you. We thank you in advance for taking the time to apply, please note that only shortlisted candidates will be contacted for an interview. No recruitment agencies please.

Hapana is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities, and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics