Lead, Customer Success

Position title: Lead,
Customer Success

Location: Mohali,
India

Position
Type: Regular, Full-Time

Who we are

Roundglass
is a wholistic wellbeing company working to empower healthier lives, stronger
communities, and a more sustainable world. That “ w” in “ wholistic” i s
there for a reason: We believe true wellbeing spans the whole human experience,
from how we care for ourselves to our connections with others and the planet.

We're driven
by a mission to make wellbeing accessible and actionable for everyone,
everywhere. That mission shapes how we work and show up for each other. If
you're committed to creating meaningful impact and want to help build a culture
that reflects it, we'd love to meet you .
We bring that vision to life in
different ways: through technology and personal wellbeing, sports and human
performance, community development, environmental stewardship, and global
dialogue.

Roundglass Living helps
organizations everywhere support their people. The app delivers personalized
wellbeing guidance rooted in science, with custom daily plans for goals like
stressing less, sleeping better, and building habits that last.
Roundglass
Foundation drives our development work in communities
and ecosystems across India, from empowering rural villages to nurturing
world-class athletes and documenting biodiversity.

About the role

We are looking for
a Lead, Customer Success to run the day-to-day Customer Success
operation for Roundglass Living across Services, Implementation, and Customer
Support.

This is a hands-on
operating leadership role based in India. You will be responsible for ensuring
customers launch successfully, users activate and engage with the platform,
account health is actively managed, customer issues are resolved effectively,
and teams deliver a consistent, high-quality experience.

You will maintain
a clear view of the customer portfolio and understand which accounts are
performing well, where risks exist, and what actions are required.

This role requires
someone who can move comfortably between data and execution: identifying what
needs attention, determining the right intervention, mobilizing the team, and
measuring whether it worked.

You will work
closely with the Leader of the function. The Leader owns the broader commercial
strategy, customer growth, and commercial outcomes; the Lead owns the
day-to-day execution required to deliver those outcomes across the customer
portfolio.

What you’ll do
Lead Day-to-Day Customer
Success & Team Execution

- Run the day-to-day Customer Success operation across Services,
Implementation, and Customer Support.
- Set clear account ownership, weekly priorities, targets, and operating
rhythms across the team.
- Manage account allocation and workloads across customer SPOCs to ensure
effective coverage and execution.
- Coach SPOCs on customer management, problem solving, communication, and
execution, while addressing performance or capability gaps as needed.
- Hold the team accountable for customer commitments, account performance,
and agreed actions.
- Ensure customer risks, escalations, and follow-up actions are identified
early and driven through closure.
Own Account Health, Adoption
& Customer Interventions

- Maintain a clear view of account health across the portfolio, including
which accounts are green, amber, or red, why, and what action is underway.
- Own registration, activation, adoption, and engagement performance, with
clear account-level targets and SPOC accountability.
- Identify low adoption, declining engagement, or changes in customer
health early and diagnose the underlying cause.
- Determine and execute the right intervention, including campaigns,
challenges, nudges, Braze journeys, and other activation activities based on
account needs.
- Measure the impact of interventions and adjust the approach based on
customer behavior and results.
- Identify at-risk accounts early and execute recovery plans with clear
actions, owners, and timelines.
- Partner with the Leader on accounts requiring commercial or executive
intervention.
Lead Customer Onboarding &
Implementation

- Ensure every new customer has a clear implementation plan, ownership
structure, milestones, dependencies, and launch criteria.
- Establish clear 30/60/90-day adoption goals for new accounts.
- Monitor early account performance and address implementation or adoption
risks quickly.
- Coordinate across internal teams to ensure a smooth transition from sale
through launch and adoption.
- Ensure customers are set up for sustained engagement, not simply a
successful launch.
Strengthen Customer
Relationships & Account Growth

- Ensure the right customer sponsors, administrators, and operational
stakeholders are engaged and aligned to agreed outcomes.
- Build strong working relationships with key customer stakeholders and
maintain clarity on success measures and responsibilities.
- Identify stakeholder disengagement, relationship risk, or misalignment
early and take corrective action.
- Surface renewal risks to the Leader and own execution of the operational
recovery plan.
- Identify accounts with strong adoption, engagement, or unmet needs and
surface potential expansion opportunities to the Leader for commercial action.
Own Customer Support &
Service Quality

- Monitor Customer Support performance, including ticket quality, response
times, resolution times, escalations, recurring issues, and closure.
- Ensure critical customer issues are addressed with appropriate urgency
and followed through to resolution.
- Identify recurring support themes and partner with Product, Engineering,
and other teams to address root causes.
- Establish Customer Success, Implementation, and Support playbooks that
create a consistent standard of service across accounts.
- Continuously improve service delivery based on customer outcomes,
feedback, and team learning.
Turn Customer Insights into
Action

- Use dashboards and account-level analytics to determine what each
customer needs next rather than simply reporting performance.
- Identify trends across registration, activation, engagement, support,
and overall account health.
- Systematically capture customer feedback, adoption barriers, support
themes, and product needs.
- Partner with Product and Engineering to ensure customer insights are
visible and actionable.
- Distinguish individual customer requests from broader product or
customer experience opportunities.
Drive Operational Excellence

- Maintain high
standards for Salesforce hygiene, account notes, intervention tracking,
escalation management, and reporting.
- Ensure customer
commitments and follow-up actions are documented and completed.
- Maintain accurate and
current account information, so leadership has reliable visibility into
portfolio health, risks, and actions.
- Improve processes,
playbooks, and operating practices as the customer base grows.
- Build consistency in
how accounts are managed, so customers receive a high-quality experience
regardless of who their SPOC is.

Requirements

- 8+ years of relevant experience across Customer Success, Account
Management, Implementation, Professional Services, Customer Support, or related
customer-facing functions.
- Experience managing day-to-day Customer Success operations across a
portfolio of B2B or enterprise customers.
- Experience leading and developing customer-facing teams, including
setting priorities, coaching, and driving accountability.
- Strong understanding of customer onboarding, implementation, activation,
adoption, engagement, and retention.
- Experience identifying at-risk accounts and executing customer recovery
plans.
- Strong analytical skills with the ability to translate customer and
product data into clear actions.
- Experience using CRM, customer success, support, analytics, or
customer-engagement platforms; experience with Salesforce or Braze is helpful
but not required.
- Experience establishing account-health frameworks, operational
dashboards, service standards, or customer playbooks.
- Strong understanding of enterprise customer relationships and the roles
of sponsors, administrators, operational stakeholders, and end users.
- Ability to manage multiple priorities and customer escalations while
maintaining strong operational discipline.
- Strong problem-solving skills and a bias toward action and
follow-through.
- Ability to collaborate effectively across Product, Engineering, Sales,
Marketing, and other teams.
- Clear written and verbal communication skills, with the ability to
engage effectively with customers and internal stakeholders.
- Relevant professional experience or education demonstrates the ability
to succeed in this role.

### Benefits
Why Roundglass

Roundglass was built on the vision that wellbeing
should be at the very center of our life journey. We are reimagining how the
world experiences wellbeing and how companies (like our own) support the
wellbeing of their people.

We’re a group of talented, socially conscious, gritty,
innovators using technology and human energy to create a vibrant wellness
ecosystem. Together, we’ve built an amazing community, and we are always
looking for people who share our passion.

To learn more, visit our Website , Facebook , Instagram and LinkedIn .

Roundglass
does not discriminate against race, color, religion, sex, sexual orientation,
gender identity, gender expression, pregnancy (including childbirth, lactation
and related medical conditions), national origin, age, physical and mental
disability, marital status, genetic information (including characteristics and
testing), military and veteran status, and any other characteristic protected
by applicable law.

We
rely on legitimate interest as a legal basis for processing personal
information under the GDPR for purposes of recruitment and applications for
employment.