Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the customer relationship from the outset as the main partner and advocate.

• Be responsible for maintaining relationship health, realizing value, achieving assigned OKRs, and meeting performance targets.

• Create and uphold Success Plans that encompass customer objectives, operational frameworks, and milestones.

• Set up and implement engagement cadences, which include regular interactions, portfolio reviews, and quarterly business reviews (QBRs).

• Promote the adoption of Hapana workflows related to memberships, payments, scheduling, communications, and reporting.

• Manage the customer experience during expansion events, such as new location openings.

• Provide training, enablement, and adoption outcomes across new sites.

• Evaluate customer operations across booking processes, assessments, marketing, payments, and reporting.

• Convert operational insights into practical enhancements.

• Track customer health through usage, sentiment, and engagement metrics.

• Raise risks promptly while retaining responsibility for resolution.

• Collaborate with Growth Account Executives on renewal preparations and renewal indicators.

• Keep comprehensive and accurate CRM records, including notes, tasks, health indicators, and renewal timelines.

• Engage in onsite visits, immersion days, and ongoing learning opportunities.

• Foster trusted customer relationships, enhance product adoption, elevate customer satisfaction and operational results, manage renewals, decrease avoidable churn, and meet OKRs.

⛳️ Requirements

• A minimum of 4–5 years of experience in Customer Success or Account Management.

• Proficient in effective communication across all organizational tiers.

• Capable of building relationships with daily stakeholders and leading discussions with senior leaders and CEOs.

• Experienced in compiling, delivering, and presenting client business reviews.

• Exceptional communication and relationship-building abilities.

• Strong organizational, time management, and follow-through skills.

• Familiarity with CRM platforms, preferably HubSpot.

• Intermediate skills in Google Workspace or Microsoft Excel.

• Previous experience in SaaS, technology, or the fitness and wellness sector is highly valued.

• Commercial mindset with the ability to identify opportunities and resolve customer challenges.

• Confidence in working cross-functionally and influencing stakeholders at all levels.

🏝️ Benefits

• Remote Working – Enjoy the flexibility to perform your best work from anywhere.

• Health, Dental & Vision Coverage – Focus on your wellbeing with comprehensive support.

• 401k – Assistance in planning and investing for your future.

• Summer Fridays – Complete your work by 3pm during summer and kickstart your weekends early.

• Birthday Leave – Enjoy a day off on your birthday, courtesy of us.

• Wellness Days – Two additional wellbeing days each year, distinct from your annual leave.

• Work From Anywhere – Have the opportunity to work from any location for up to two weeks each year.

• Home Office Allowance – Design a workspace that you will truly appreciate.

• Paid Parental Leave – Support for both primary and secondary caregivers.

• Employee Assistance Program (EAP) – Confidential support available whenever you need it.

• Equal opportunity employer dedicated to fostering an inclusive environment.