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” is
• 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, Instagramand 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.