Head of Customer Success & Support — Wellbeing App

Healy World; United States; On-site; USD 175,000 - 200,000; Full time

Benefits offered by this job

Regular holidays & floating holiday

Medical/dental/vision with PPO/HSA

Bereavement and jury duty leave

Job summary

Roundglass is seeking a dynamic Leader, Customer Success & Support to scale our customer experience for the Roundglass Living app in Bellevue, WA. You will build a world-class function, drive onboarding, adoption, retention, and long-term growth while guiding a team of CS managers and support specialists.

Ideal candidates bring 10+ years in CS or account management, 5+ years in leadership, and a track record managing $10M+ ARR.

Qualifications

• 10+ years in Customer Success, Account Management, or Client Services.
• 5+ years in a leadership role.
• Proven track record managing $10M+ ARR portfolios.
• Experience with SaaS or app-based platforms, preferably wellbeing/healthtech.

Responsibilities

• Strategic Leadership: Build and scale a world-class Customer Success and Support function, aligning with organizational goals and app strategy.
• Customer Journey Ownership: Define and optimize end-to-end customer lifecycle strategies, including onboarding, engagement, adoption, and renewal.
• Retention & Growth: Drive retention and expansion across customer accounts through relationship building, upsell opportunities, and proactive engagement.
• Account Management: Cultivate partnerships with high-value clients, conducting regular business reviews, competitive assessments, and solution recommendations.
• Customer Support Excellence: Oversee global support operations, ensuring timely resolution of user issues and a consistently high satisfaction rate.
• Data‑Driven Insights: Establish KPIs, metrics, and reporting frameworks to measure success, identify trends, and inform decision‑making.
• Cross‑Functional Collaboration: Partner with Product, Content, Marketing, and Sales teams to align customer feedback with product innovation and GTM strategies.
• Playbooks & Processes: Develop scalable workflows, training programs, and tactical delivery plans to ensure adoption and maximum ROI.
• Team Development: Lead, coach, and mentor a team of Customer Success Managers and Support Specialists; foster a culture of accountability and growth.

Skills

Customer success leadership

Strategic partnerships

SaaS / app platforms

Data-driven decision making

Team development

Stakeholder management

Onboarding & adoption

Account management

Job description

Roundglass is seeking a dynamic Leader, Customer Success & Support to scale our customer experience for the Roundglass Living app in Bellevue, WA. You will build a world-class function, drive onboarding, adoption, retention, and long-term growth while guiding a team of CS managers and support specialists.

Ideal candidates bring 10+ years in CS or account management, 5+ years in leadership, and a track record managing $10M+ ARR.