Lead, Customer Success

Roundglass Wellbeing Pvt Ltd; Mohali; On-site; INR 1,800,000 - 4,000,000; Full time

Job summary

Roundglass Wellbeing Pvt Ltd is seeking a Lead, Customer Success in Mohali, India. You will run day-to-day CS operations, own account health, onboarding, and customer interventions, while leading a high-impact team across Services, Implementation, and Support.

You will balance data-driven insights with hands-on leadership to improve adoption, engagement, and renewal outcomes for a portfolio of enterprise customers. The role is based in India and emphasizes execution and collaboration.

Qualifications

• 8+ years of experience across CS, Account Management, Implementation, or related roles.
• Experience managing day-to-day CS operations across a portfolio of B2B or enterprise customers.
• Experience leading and developing customer-facing teams with coaching and accountability.
• Strong understanding of onboarding, implementation, activation, adoption, and retention.
• Experience identifying at-risk accounts and executing recovery plans.
• Strong analytical skills translating data into actions.
• Experience using CRM, CS platforms; Salesforce or Braze helpful.
• Ability to establish account-health frameworks and playbooks.

Responsibilities

• Lead day-to-day Customer Success operations across Services, Implementation, and Support.
• Set clear account ownership, weekly priorities, targets, and operating rhythms across the team.
• Manage account allocation and workloads across SPOCs to ensure effective coverage and execution.
• Coach SPOCs on customer management, problem solving, communication, and execution.
• Hold the team accountable for customer commitments, account performance, and actions.
• Ensure customer risks, escalations, and follow-up actions are identified and closed.
• Own onboarding & implementation plans with milestones (30/60/90 days).
• Strengthen relationships and surface renewal/expansion opportunities for commercial action.
• Own customer support quality and drive playbooks for consistent service.

Skills

Customer Success

Team Leadership

Account Management

Analytics

CRM Tools

Tools

Salesforce

Braze

Job description

Lead, Customer Success

S.A.S.Nagar (Mohali), India | Posted on 09/18/2026

Roundglassis a wholistic wellbeing company working to empower healthier lives, strongercommunities, and a more sustainable world. That “w” in “wholistic” i sthere 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 drivenby a mission to make wellbeing accessible and actionable for everyone,everywhere. That mission shapes how we work and show up for each other. Ifyou're committed to creating meaningful impact and want to help build a culturethat reflects it, we'd love to meet you .

We bring that vision to life indifferent ways: through technology and personal wellbeing, sports and humanperformance, community development, environmental stewardship, and globaldialogue.

Roundglass Living helpsorganizations everywhere support their people. The app delivers personalizedwellbeing guidance rooted in science, with custom daily plans for goals likestressing less, sleeping better, and building habits that last.

RoundglassFoundation drives our development work in communitiesand ecosystems across India, from empowering rural villages to nurturingworld-class athletes and documenting biodiversity.

About the role

We are looking fora Lead, Customer Success to run the day-to-day Customer Successoperation for Roundglass Living across Services, Implementation, and CustomerSupport.

This is a hands-onoperating leadership role based in India. You will be responsible for ensuringcustomers 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 maintaina clear view of the customer portfolio and understand which accounts areperforming well, where risks exist, and what actions are required.

This role requiressomeone who can move comfortably between data and execution: identifying whatneeds attention, determining the right intervention, mobilizing the team, andmeasuring whether it worked.

You will workclosely with the Leader of the function. The Leader owns the broader commercialstrategy, customer growth, and commercial outcomes; the Lead owns theday-to-day execution required to deliver those outcomes across the customerportfolio.

What you’ll do

Lead Day-to-Day CustomerSuccess & Team Execution

• Run the day-to-day Customer Success operation across Services,Implementation, and Customer Support.
  
• Set clear account ownership, weekly priorities, targets, and operatingrhythms across the team.
  
• Manage account allocation and workloads across customer SPOCs to ensureeffective coverage and execution.
  
• Coach SPOCs on customer management, problem solving, communication, andexecution, 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 identifiedearly and driven through closure.
  

Own Account Health, Adoption& Customer Interventions

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

Lead Customer Onboarding &Implementation

• Ensure every new customer has a clear implementation plan, ownershipstructure, milestones, dependencies, and launch criteria.
  
• Establish clear 30/60/90-day adoption goals for new accounts.
  
• Monitor early account performance and address implementation or adoptionrisks quickly.
  
• Coordinate across internal teams to ensure a smooth transition from salethrough launch and adoption.
  
• Ensure customers are set up for sustained engagement, not simply asuccessful launch.
  

Strengthen CustomerRelationships & Account Growth

• Ensure the right customer sponsors, administrators, and operationalstakeholders are engaged and aligned to agreed outcomes.
  
• Build strong working relationships with key customer stakeholders andmaintain clarity on success measures and responsibilities.
  
• Identify stakeholder disengagement, relationship risk, or misalignmentearly and take corrective action.
  
• Surface renewal risks to the Leader and own execution of the operationalrecovery plan.
  
• Identify accounts with strong adoption, engagement, or unmet needs andsurface potential expansion opportunities to the Leader for commercial action.
  

Own Customer Support &Service Quality

• Monitor Customer Support performance, including ticket quality, responsetimes, resolution times, escalations, recurring issues, and closure.
  
• Ensure critical customer issues are addressed with appropriate urgencyand 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 thatcreate a consistent standard of service across accounts.
  
• Continuously improve service delivery based on customer outcomes,feedback, and team learning.
  

Turn Customer Insights intoAction

• Use dashboards and account-level analytics to determine what eachcustomer needs next rather than simply reporting performance.
  
• Identify trends across registration, activation, engagement, support,and overall account health.
  
• Systematically capture customer feedback, adoption barriers, supportthemes, and product needs.
  
• Partner with Product and Engineering to ensure customer insights arevisible and actionable.
  
• Distinguish individual customer requests from broader product orcustomer experience opportunities.
  

Drive Operational Excellence

• Maintain highstandards for Salesforce hygiene, account notes, intervention tracking,escalation management, and reporting.
  
• Ensure customercommitments and follow-up actions are documented and completed.
  
• Maintain accurate andcurrent account information, so leadership has reliable visibility intoportfolio health, risks, and actions.
  
• Improve processes,playbooks, and operating practices as the customer base grows.
  
• Build consistency inhow accounts are managed, so customers receive a high-quality experienceregardless of who their SPOC is.
  

Requirements

• 8+ years of relevant experience across Customer Success, AccountManagement, Implementation, Professional Services, Customer Support, or relatedcustomer-facing functions.
  
• Experience managing day-to-day Customer Success operations across aportfolio of B2B or enterprise customers.
  
• Experience leading and developing customer-facing teams, includingsetting priorities, coaching, and driving accountability.
  
• Strong understanding of customer onboarding, implementation, activation,adoption, engagement, and retention.
  
• Experience identifying at-risk accounts and executing customer recoveryplans.
  
• Strong analytical skills with the ability to translate customer andproduct data into clear actions.
  
• Experience using CRM, customer success, support, analytics, orcustomer-engagement platforms; experience with Salesforce or Braze is helpfulbut not required.
  
• Experience establishing account-health frameworks, operationaldashboards, service standards, or customer playbooks.
  
• Strong understanding of enterprise customer relationships and the rolesof sponsors, administrators, operational stakeholders, and end users.
  
• Ability to manage multiple priorities and customer escalations whilemaintaining strong operational discipline.
  
• Strong problem-solving skills and a bias toward action andfollow-through.
  
• Ability to collaborate effectively across Product, Engineering, Sales,Marketing, and other teams.
  
• Clear written and verbal communication skills, with the ability toengage effectively with customers and internal stakeholders.
  
• Relevant professional experience or education demonstrates the abilityto succeed in this role.
  

Why Roundglass

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

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

Roundglassdoes not discriminate against race, color, religion, sex, sexual orientation,gender identity, gender expression, pregnancy (including childbirth, lactationand related medical conditions), national origin, age, physical and mentaldisability, marital status, genetic information (including characteristics andtesting), military and veteran status, and any other characteristic protectedby applicable law.

Werely on legitimate interest as a legal basis for processing personalinformation under the GDPR for purposes of recruitment and applications foret employment.