Director of Customer Success

About Hapana

Hapana is disrupting the market in leading a software solution in the fitness industry that helps gyms, fitness studios, and franchises unlock growth and efficiency. We have revolutionised the operations of multisite boutique businesses like Fitstop, Gold's Gym, J.I.M, STRONG Pilates, Vaura Active, KX Pilates, and more. Our all-in-one platform uses automated lead nurturing, captivating member experiences, multi-layered reporting, and advanced day-to-day operational controls to assist in growing member communities, expanding location footprints, and boosting revenue.

We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up. Bring ideas, passion, and creativity to the role, and you'll fit right in.

Job Summary

Hapana is entering an exciting new era with our next-generation platform launching in 2026 and expansion into new global markets well underway. We're seeking a transformational Director of Customer Success to redefine how we serve and grow our customers from onboarding to long-term partnership.

In this pivotal role, you'll unify our Customer Success Management, Onboarding and Support teams into a single, high-performing organisation that drives retention, advocacy and expansion across Enterprise, Mid-Market and SMB segments. You'll lead a distributed team of 20+ across Australia and the US, oversee a major platform migration and lay the foundation for Hapana's global growth.

This is a high-impact, highly visible role for a strategic, people-first leader who thrives in transformation and scale.

Key Responsibilities
Strategic Leadership

• Design and execute a unified Customer Success strategy aligned with Hapana's growth goals and V2G platform evolution.
• Integrate CSM, Support and Onboarding into one seamless function to deliver a frictionless customer journey.
• Build differentiated service models for Enterprise (high-touch), Mid-Market, and SMB (scaled, digital-first).
• Partner with the CRO to define success metrics, growth priorities and global expansion goals.
• Represent Customer Success at the leadership level, influencing go-to-market and cross-functional alignment.

Platform Migration & Transformation

• Lead the customer experience throughout the V1 → V2G migration, ensuring smooth transitions and exceptional retention.
• Collaborate with Product and Engineering to translate new platform capabilities into tangible customer value.
• Develop migration playbooks, readiness plans and communication frameworks for internal teams and customers.
• Prepare and upskill the CS organisation for new systems, tools and engagement models introduced with V2G.

Team & Organisational Design

• Redesign the Customer Success structure across Onboarding, Support, CSM and CSR functions.
• Scale the organisation (new hires) while defining clear career paths and leadership layers.
• Foster a high-performance culture through coaching, clarity and accountability.
• Support current leaders' transition into new markets and strengthen the global leadership bench.

Operational Excellence

• Build and standardise playbooks, frameworks and operating rhythms for onboarding, adoption and retention.
• Define and monitor key metrics (time-to-value, NPS, adoption, expansion) to drive continuous improvement.
• Launch a virtual onboarding experience for SMB customers on V2G and enhance onboarding for Mid-Market and Enterprise.
• Implement forecasting and capacity models to optimise efficiency and scalability.

Customer Outcomes & Growth

• Own customer retention, expansion, and advocacy across all segments.
• Proactively identify and mitigate churn risks.
• Establish feedback loops that inform the product roadmap and Customer Success strategy.
• Partner with Marketing and Product to amplify customer stories and elevate the Voice of the Customer.

Cross-Functional & Global Leadership

• Lead distributed teams across Australia and the US, with planned expansion into Asia, the Middle East, and Europe.
• Collaborate with Sales, Marketing, Product and Engineering to deliver a unified customer lifecycle.
• Partner with executive leadership on strategic initiatives, market readiness and new feature rollouts.

Qualifications & Experience

• 8–12+ years' experience in Customer Success, Account Management or related customer-facing leadership roles, ideally within SaaS or technology environments.
• 5+ years leading large, distributed teams across multiple regions with a focus on engagement, accountability and culture.
• Proven success driving major platform migrations, change initiatives or organisational transformations.
• Experience building segmented Customer Success models across Enterprise, Mid-Market and SMB, combining high-touch and digital-first approaches.
• Deep understanding of SaaS metrics — NRR, churn, expansion, and customer health scoring.
• Strong commercial acumen, partnering closely with Sales, Product and Marketing to drive retention, upsell and advocacy.
• Exceptional people leadership, with a track record of developing high-performing teams and future leaders.
• Data-driven mindset with experience using analytics to inform strategy and decision-making.
• Excellent communication and executive presence, able to influence at all levels.
• SaaS experience required fitness, wellness or tech-enabled services industry exposure highly regarded.

Hapana is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities, and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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