Leader,Services

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

Position Title

Leader Services

Location

Bellevue, WA

Position Type

Regular, Full-Time

Who we are

At Roundglass, our primary goal is to make a positive impact on people's lives worldwide. We are constantly seeking individuals who share our passion for meaningful work and are driven by a sense of purpose. If you care about making a difference and want to be part of a team that values impactful work, we invite you to join us. At Roundglass Living, we empower people to take control of their wellbeing—one day at a time. Our app delivers a personalized daily plan that blends neuroscience-backed practices with behavioral science tools to create lasting, meaningful change and enhance overall health and wellbeing. We have established Roundglass Giving, which encompasses various social impact initiatives like the Roundglass Foundation, Roundglass Sports, and Roundglass Sustain. These initiatives are dedicated to promoting wellbeing for communities and the planet.

About the role

We are seeking a dynamic Leader, Customer Success & Support to build, scale, and optimize our customer experience function. This role will oversee Customer Success and Support services for Roundglass Living app users, focusing on driving engagement, retention, and long-term growth. The ideal candidate is a proven leader in launching, transforming, and managing first-in-class customer success organizations, with expertise in account management, business development, and technical product enablement. You will serve as a trusted advisor for our users, ensuring seamless onboarding, maximizing adoption, and building lasting relationships that deliver measurable value. With a balance of strategy and hands-on execution, you will lead a team to provide exceptional support, cultivate client loyalty, and enable sustainable business outcomes.

What you’ll do

• 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 & Qualifications

• 10+ years in Customer Success, Account Management, or Client Services, with 5+ years in a leadership role.
• Proven track record of managing $10M+ ARR portfolios and delivering consistent retention and expansion outcomes.
• Expertise in SaaS or app‑based platforms, ideally within wellbeing, healthtech, or consumer engagement industries.
• Strong background in business development, strategic partnerships, and enterprise account management.
• Skilled at solution implementation, process optimization, and client enablement.
• Exceptional communication, presentation, and stakeholder management skills.
• Data‑driven mindset with experience defining KPIs, performing gap analysis, and leveraging insights for decision‑making.
• Demonstrated success in building teams, developing leaders, and scaling customer success functions from ground up.

Pay & Benefits

The anticipated salary range for this position ranges from $175,000- $200,000 and will be determined by level, job‑related knowledge, skills, and experience. Certain roles may be eligible for a bonus incentive as part of a full salary package. In addition, Roundglass offers comprehensive benefits: Regular 9 federal holidays and 1 floating holiday, 3 days of bereavement, 2 days of jury duty, medical/dental/vision with PPO/HSA plans with employer contribution. Some benefits are not applicable for Part‑Time Employment & outside of the United States.

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.

EEO Statement

Roundglass values diversity and is committed to providing equal opportunities. We do 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 will provide reasonable accommodation to individuals with disabilities who need assistance applying for a job.

Please contact [e-mail] for more information. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.