Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Transformational Director of Customer Success at Hapana improving customer journeys and overseeing global expansion. Leading a distributed team in a high-impact role.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
Benefits
- Equal Opportunity Employer
- Values diversity
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