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Hapana · 1 week ago

Customer Success Representative (US)

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses. The Customer Success Representative (CSR) is responsible for managing a pooled portfolio of small to medium business clients, ensuring effective onboarding, proactive relationship management, and driving client satisfaction.

CRMFitnessSoftware

Responsibilities

Client Relationship Management – Serve as primary contact for SMB clients in a pooled model, managing communications, maintaining HubSpot records, and ensuring timely, clear engagement to build confidence and satisfaction

Guided Onboarding Delivery – Lead V2 hybrid onboarding for SMB clients, delivering group sessions, webinars, and digital training to ensure milestones are completed within 30 days while balancing automation with personalized support

Onboarding Process Improvement – Identify common onboarding challenges and contribute to continuous process improvements in collaboration with Product and Implementation teams

Proactive Enablement & Training – Conduct outreach and deliver scalable enablement content (webinars, campaigns, usage guides) to drive adoption of Hapana's key features

Client Health Monitoring – Track usage and engagement metrics to identify opportunities for education, intervention, or additional support

Renewal & Growth Support – Maintain accurate usage data and documentation to support renewal readiness; identify and flag upsell or expansion opportunities to CSM and Growth teams

Cross-Functional Collaboration – Partner with Marketing and Product to develop SMB-specific content, align communications, and share customer feedback and improvement opportunities

Tier Transition & Escalation Management – Collaborate with CSMs on shared accounts and client transitions; work with Support to escalate technical issues and keep clients informed during resolution

Data & Insights Reporting – Maintain CRM hygiene, provide regular insights on client challenges and engagement trends, and contribute to operational efficiency initiatives

Standards & Strategy Alignment – Participate in feedback sessions to refine workflows and communication strategies, ensuring consistent customer experience across all client tiers