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.
Skills & Qualifications
- 10+ 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.
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.