Hapana

• Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure. • Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel. • Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks. • Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information. • Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.

• Own large, complex enterprise portfolios with full accountability for retention, expansion influence, and OKR achievement • Lead executive-level QBRs, renewal negotiations, and multi-year planning discussions • Drive deep adoption and optimisation across enterprise workflows and integrations • Lead complex, multi-site and multi-region expansion rollouts, ensuring consistent training and adoption outcomes • Mentor junior and mid-level CSMs, providing guidance on strategy, risk management, and execution • Build advanced health models, forecasts, and renewal dashboards to inform proactive decision-making • Identify churn patterns and lead proactive mitigation strategies across the portfolio • Lead enterprise escalations and cross-functional initiatives

• Lead Generation and Prospecting by identifying and targeting prospective clients (eg independent gyms, boutique studios, fitness studios and franchise operators) through outbound strategies, including outbound calling, emails and networking at industry events • Sales Pipeline Management by building and maintaining a strong pipeline of new business opportunities, ensuring consistent progression of leads from discovery to close using HubSpot • Consultative Selling by Conducting discovery calls and needs assessments to understand prospects’ business challenges, tailoring Hapana’s platform features (eg member management, reporting, automation) to their specific goals • Solution Presentations and Demos to deliver compelling product demonstrations and presentations, showcasing how Hapana’s platform drives ROI, operational efficiency and member retention • Responsible for negotiating and closing contracts, including pricing, terms, and deal structures, to secure new clients while ensuring alignment with Hapana’s pricing strategy and client expectations. • Collaboration with Internal Teams by partnering with Marketing to leverage campaigns and lead-generation tools and work with Customer Success to ensure smooth onboarding for new clients • Stay informed about fitness industry trends, competitor offerings (e.g., Mindbody, Glofox), and prospect feedback to refine sales strategies and differentiate Hapana’s value proposition. • Sales Forecasting and Reporting by providing accurate forecasts of new account revenue and deal progression, maintaining detailed records of sales activities in CRM • Client Advocacy Relay prospect insights and market feedback to Product and Marketing teams to enhance Hapana’s offerings and go-to-market strategies.

• Build and scale the USA sales organisation by recruiting, onboarding and developing a high-performing team of 4–8 sales professionals, including Account Executives (Acquisition & Growth) and SDRs. • Lead with impact by fostering a culture of performance, accountability and continuous learning where the team is motivated to achieve and exceed targets. • Coach and mentor through regular 1:1s, pipeline reviews and deal strategy sessions to sharpen skills, enhance execution and remove barriers to success. • Champion sales excellence by developing best-in-class playbooks and methodologies for prospecting, discovery, demos and closing across multiple customer segments. • Collaborate cross-functionally with Marketing, Customer Success and Product to ensure seamless handoffs, aligned priorities and shared success metrics. • Own the USA revenue number by driving new business and expansion targets across the USA. • Define and execute go-to-market strategies by region, segment and channel identifying high-value opportunities and white space for growth. • Position Hapana to win by maintaining a deep understanding of the competitive landscape (Mindbody, Glofox, ClassPass, Arketa, etc) and guiding the team on effective differentiation. • Continuously refine the sales process, leveraging data insights and team feedback to improve conversion rates and deal velocity. • Stay ahead of the market by tracking fitness industry trends, customer challenges, and emerging technologies to inform sales strategy and product alignment. • Ensure a healthy pipeline, maintaining 3–4x quota coverage and consistent progression through all opportunity stages. • Deliver forecast accuracy through disciplined CRM management (HubSpot) and data-driven forecasting to senior leadership. • Engage in key strategic deals, supporting complex negotiations, pricing discussions, and contract terms while empowering AEs to own outcomes. • Partner with Sales Operations to optimise territory design, quotas, commission plans and performance reporting. • Work hand-in-hand with Marketing to optimise lead generation campaigns, demand creation and sales enablement content such as case studies, ROI tools and battle cards. • Collaborate with Customer Success to drive strong onboarding experiences, customer adoption and expansion opportunities. • Influence the Product roadmap by representing the USA market voice by sharing customer insights, competitive trends and feedback from the field. • Be the face of Hapana at key industry events and conferences, building relationships that expand our brand presence and generate new opportunities.