About Hapana Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like F45, Gold's Gym, BFT, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries. 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 At Hapana, client relationships are our top priority. As a dedicated and strategic Account Manager, you will own and drive relationships with key stakeholders, ensuring retention, expansion, and alignment of our solutions with customer business goals. Your ability to manage relationships at all levels, proactively drive engagement, and identify growth opportunities will be key to your success in this role. Key Responsibilities + Serve as the primary point of contact for assigned accounts, ensuring strong relationships with key stakeholders, including C-suite executives + Lead Quarterly Business Reviews (QBRs) and strategic check-ins to assess client needs and identify growth opportunities + Manage the renewal process, proactively addressing churn risks and negotiating tailored retention strategies + Drive upsell and cross-sell opportunities aligned with customer needs + Monitor customer health metrics and update the Hapana Health Status field to ensure proactive engagement + Collaborate with internal teams including Customer Success Representatives (CSRs), Support and Product to remove blockers and drive customer success + Represent customers internally by advocating for their needs and ensuring product and engineering teams prioritise valuable updates + Oversee account expansions including new feature rollouts, site launches and contract negotiations + Participate in early morning or late evening meetings to align with global teams + Maintain accurate records and insights through CRM and reporting tools. Qualifications & Requirements + Experience in the health and fitness industry is preferred + Previous experience in SaaS, account management or payment processing is a plus + Strong project management, relationship-building and negotiation skills + Proficiency in technology tools including G-Suite, MS Office and CRM systems + Ability to multitask and manage multiple priorities in a fast-paced environment + Strong analytical skills with the ability to interpret data and provide insights + Excellent verbal and written communication skills + Proactive mindset with a passion for customer success and retention Why Join Hapana? + Be part of an innovative team transforming the fitness and wellness space. + A culture that values trust, innovation, and teamwork. + Opportunities for career growth in a dynamic and global organisation. + Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies.