Customer Success Representatives (CSR) at Hapana

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Mar, 26

Salary

0.0

Posted On

01 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, SaaS, Communication, Organizational Skills, HubSpot CRM, Analytical Mindset, Collaboration, Proactive Engagement, Training, Onboarding, Client Management, Process Improvement, Digital Training, Client Satisfaction, Engagement Trends

Industry

Software Development

Description

About Hapana Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses such as F45, Gold’s Gym, STRONG Pilates, BFT, and KX Pilates. Our commitment to enhancing member experiences, coupled with exceptional customer support, has earned us a reputation that spans more than 17 countries. We’re a fast-growing, collaborative team driven by innovation and results. We value accountability, creativity, and open communication — empowering our people to bring ideas that help us and our clients grow. Job Summary The Customer Success Representative (CSR) is a specialised role within Hapana’s Customer Success team, responsible for managing a pooled portfolio of small to medium business (SMB) clients. As the primary point of contact for non-technical customer needs, the CSR delivers scalable engagement, onboarding guidance, and proactive relationship management to drive adoption, satisfaction, and retention across the SMB client base. Operating within a pooled model, the CSR mirrors many of the core responsibilities of a Customer Success Manager but executes them at scale — balancing efficiency and consistency to deliver measurable customer outcomes. Working collaboratively with Customer Success Managers (CSMs), Support, and Product, CSRs ensure Hapana’s SMB clients are onboarded effectively, educated continuously, and supported through structured engagement and proactive communication. Job Objective The objective of the CSR role is to ensure Hapana’s SMB clients achieve strong platform adoption, high satisfaction, and retention through scalable, relationship-driven engagement. CSRs deliver success by: Managing non-technical customer relationships within the pooled SMB model Guiding clients through onboarding and adoption to ensure early success Driving proactive, consistent engagement through structured communication Identifying risks and opportunities across the SMB segment and escalating appropriately Supporting the wider Customer Success and Product teams in improving customer experience, onboarding, and education initiatives Key Responsibilities Serve as the primary relationship contact for SMB clients in a pooled engagement model. Manage inbound and outbound customer communications related to account updates, education, and best practices. Maintain clear, consistent, and timely communication to enhance client confidence and satisfaction. Keep detailed client records and engagement activity updated in HubSpot. Lead guided onboarding for SMB clients as part of the new V2 hybrid model, collaborating with Product and Implementation teams. Deliver group onboarding sessions, webinars, and digital training experiences that maximise adoption efficiency. Ensure onboarding milestones are completed within 30 days of contract start, balancing automation and personalised support. Identify and address common onboarding challenges, contributing to process improvements for future clients. Conduct proactive outreach and training programs that support adoption of Hapana’s key features. Deliver scalable enablement content such as webinars, campaigns, and usage guides. Monitor client health metrics (usage, engagement) to identify opportunities for education or intervention. Partner with Marketing and Product to align communications and develop SMB-specific educational content. Support renewal readiness for SMB clients by maintaining accurate usage data, documentation, and portfolio visibility. Identify and flag upsell or expansion opportunities (e.g., additional locations or new modules) to the CSM and Growth teams. Collaborate with CSMs on shared accounts or when SMB clients transition to Mid-tier status. Work closely with Support to escalate technical issues and ensure clients are kept informed throughout resolution. Partner with Product to communicate customer feedback, recurring challenges, and opportunities for improvement. Collaborate with CSMs to ensure alignment of standards, communication, and customer experience across all client tiers. Contribute to cross-functional initiatives that enhance scalability, operational efficiency, and customer outcomes. Maintain CRM hygiene and ensure all customer interactions are logged accurately in HubSpot. Provide regular insights into recurring client challenges, engagement trends, and process improvements. Participate in internal feedback sessions to refine tools, workflows, and client communication strategies. All other duties and responsibilities as directed by leadership. Outcomes That Matter High customer satisfaction and retention across the SMB portfolio. Smooth, efficient onboarding through guided and self-service models. Consistent platform adoption and client engagement across all SMB accounts. Clear communication and collaboration between CSRs, CSMs, Support, and Product. Scalable, repeatable engagement processes that improve customer experience and efficiency. Active contribution to process improvement and the continuous evolution of the Customer Success function. Qualifications and Requirements 1–3 years’ experience in Customer Success, Account Management, or SaaS Client Services, ideally within the fitness or wellness industry. Proven ability to manage high-volume customer portfolios with strong communication and organisational skills. Excellent written and verbal communication skills across digital and live formats. Proficiency with HubSpot CRM for client management, automation, and reporting. Ability to balance multiple priorities in a fast-paced, dynamic environment. Analytical mindset with the ability to identify trends, risks, and opportunities for improvement. Collaborative and proactive, with a passion for helping clients achieve measurable results. Availability to work from the Sydney office three days per week for collaboration and team development. Success Factors Achieve client retention rate of 95%+ across SMB portfolio Drive platform adoption with 80%+ of clients actively using core features within 60 days Manage up to 100 active accounts while maintaining high satisfaction scores (NPS 80+) Complete 200+ client touchpoints per month through scalable engagement methods Contribute to 15%+ net revenue expansion within existing SMB account base Maintain efficient response times (under 4 hours for urgent requests, 24 hours for standard inquiries) Support portfolio retention by maintaining strong client relationships, promptly addressing inquiries, and escalating risks to CSMs to contribute to a 95%+ renewal rate across the SMB segment. Enable platform adoption by delivering onboarding guidance, training sessions and scalable engagement, ensuring at least 80% of clients receive education on core features within 60 days. Manage a high-volume portfolio of up to 100 SMB accounts, maintaining positive client satisfaction scores (e.g., CSAT > 85%) and contributing to overall NPS improvement. Execute scaled engagement with 200+ client touchpoints per month (emails, calls, webinars, campaigns), ensuring consistent proactive outreach across the portfolio. Identify and surface growth opportunities by monitoring client usage trends and flagging upsell/expansion potential to CSMs and Sales, contributing to revenue growth across the SMB base. Meet service-level response times, resolving urgent client inquiries within 4 hours and standard requests within 24 hours. Why Join Hapana Be part of an innovative, high-growth company redefining the fitness and wellness space. Work with leading global fitness brands and a passionate, purpose-driven team. Join a culture that values trust, innovation, and collaboration. Access professional development, wellness benefits, and flexible working arrangements. Make a real impact by helping fitness businesses grow and succeed worldwide. effectively across teams and with clients. Proficiency in G-Suite, Microsoft Office, and CRM systems, with the ability to quickly learn and adopt new tools and processes. Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining strong attention to detail. Proactive, customer-focused mindset with a genuine passion for customer success, engagement, and long-term value creation. Demonstrated ability to manage multiple projects simultaneously, balance competing priorities, and adapt to a dynamic, fast-paced business environment. Flexibility to collaborate with global teams across multiple time zones, including occasional work outside of standard business hours. Availability to work from the Sydney office a minimum of three days per week to foster collaboration and team engagement.

Responsibilities

The CSR serves as the primary relationship contact for SMB clients, managing onboarding and proactive engagement to ensure client satisfaction and retention. They also monitor client health metrics and collaborate with various teams to enhance the customer experience.