Leader,Services

Round Glass•Bellevue, WA

3d•Onsite

About The Position

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. 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.

Requirements

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.

Responsibilities

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