Senior Customer Success Manager

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. 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.