Senior Customer Success Manager

Hapana • Los Angeles, CA

8d • Remote

About The Position

At Hapana, Senior Customer Success starts long before go-live. As a Customer Success Manager, you'll join your customers from the very beginning of their journey, partnering closely with our Onboarding team before becoming their trusted advisor for the long term. You'll guide customers from initial adoption through to optimisation, growth and expansion, helping them unlock more value from Hapana at every stage. We believe in "ever-boarding." That means customer success isn't a one-off event—it's an ongoing partnership. You'll meet customers where they are, build their confidence, deepen product adoption and continuously help them improve the way they operate. This isn't simply relationship management. You'll become an extension of your customers' business, working across operations, finance, marketing and member experience to identify opportunities, solve problems and deliver measurable commercial outcomes. Most importantly, you'll own the relationship. While Product, Support, Growth and Leadership all play an important role, you'll be the customer's trusted advisor, strategic partner and primary point of accountability throughout their lifecycle.

Requirements

• A minimum of 4-5 years' experience in Customer Success or Account Management.
• Demonstrated ability to communicate effectively across all levels of an organisation, building strong relationships with day-to-day stakeholders while confidently leading strategic, executive-level conversations with senior leaders and CEOs.
• Experience collating, delivering and presenting client business reviews.
• Outstanding communication and relationship-building skills.
• Strong organisation, time management and follow-through skills.
• Experience using CRM platforms, ideally HubSpot.
• Intermediate proficiency with Google Workspace or Microsoft Excel.
• A commercial mindset with the ability to identify opportunities and solve customer problems.
• Confidence working cross-functionally and influencing stakeholders at all levels.

Nice To Haves

• Experience within SaaS, technology or the fitness and wellness industry is highly regarded.
• If you're reading this thinking, "I don't tick every single box, but this sounds like me," we'd still love to hear from you. We hire for potential as much as experience.

Responsibilities

• Own the customer relationship from day one as the primary partner and advocate, accountable for relationship health, value realisation, and delivery against assigned OKRs and performance targets.
• Develop and maintain living Success Plans capturing customer goals, operating models, and milestones across adoption, optimisation, expansion, and renewal.
• Establish and execute engagement cadences that meet CS baselines, including regular touchpoints, portfolio reviews, and standard QBRs delivered using approved templates.
• Drive adoption of core Hapana workflows across members, payments, scheduling, communications, and reporting, ensuring customers meet minimum adoption thresholds.
• Own the customer experience during expansion events such as new location openings, supporting onboarding while retaining responsibility for training, enablement, and adoption outcomes across new sites.
• Inspect customer operations across booking flows, assessments, marketing, payments, and reporting, translating insights into actionable improvements.
• Monitor customer health through usage, sentiment, and engagement signals, escalating risks early while maintaining ownership of resolution.
• Partner with Growth Account Executives to support renewal preparation and ensure accurate renewal signals.
• Maintain complete, accurate CRM records including notes, tasks, health indicators, and renewal timelines.
• Participate in onsite visits, immersion days, and continuous learning to deepen customer and industry understanding.

Benefits

• Remote Working – The flexibility to do your best work remotely.
• Health, Dental & Vision Coverage – Supporting you and your wellbeing.
• 401k
• 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.
• Employee Assistance Program (EAP) – Confidential support when you need it.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed