Client Success Representative Job at Hapana (Rosebery, New South Wales)

Client Success Representative

Hapana

Location:
Australia , Rosebery, New South Wales

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Client Success Representative 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. 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 Responsibility:

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.

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.

What we offer:

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

Additional Information:

Job Posted:
February 05, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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Job Link Share:

Client Success Representative

Hapana

Location:
Australia , Rosebery, New South Wales

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 05, 2026

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