Lead Customer Success

Roundglass Foundation; Sahibzada Ajit Singh Nagar; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

Roundglass Foundation invites a Lead, Customer Success to drive day-to-day CS operations in India. The role oversees Services, Implementation, and Support, ensuring successful launches, activation, adoption, and healthy accounts with clear ownership and measurable outcomes.

Based in Mohali, India, the candidate will partner with leadership to execute plans, improve customer outcomes, and deliver a high-quality lifecycle across the customer portfolio.

Qualifications

• 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 CS operations across a portfolio of B2B/enterprise customers.
• Experience leading and developing customer-facing teams with setting priorities, coaching, and driving accountability.
• Strong understanding of onboarding, implementation, activation, adoption, engagement, and retention.
• Experience identifying at-risk accounts and executing recovery plans.

Responsibilities

• Lead Day-to-Day Customer Success & Team Execution across Services, Implementation, and Customer Support.
• Own account health and adoption with clear targets and SPOC accountability.
• Lead Customer Onboarding & Implementation with clear plans, milestones, and launch criteria.
• Strengthen relationships with customer sponsors and stakeholders to drive renewal and expansion.
• Own Customer Support quality and issue resolution, and drive playbooks for consistent service.

Skills

Customer Success

Account Management

Implementation

Professional Services

Customer Support

Tools

CRM

Salesforce

Braze

Job description

Job Description:

Position title: Lead, Customer Success

Location: Mohali,India

PositionType: Regular, Full-Time

Who we are

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.

Were drivenby a mission to make wellbeing accessible and actionable for everyone,everywhere. That mission shapes how we work and show up for each other. Ifyoure committed to creating meaningful impact and want to help build a culturethat reflects it, wed 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 helps organizations 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.

Roundglass Foundation 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 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-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.

Benefits

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.

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

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.

Requirements: