Position Title: Head of Services Position Type: Regular, Full time Roundglass is a wholistic wellbeing company working to empower healthier lives, stronger communities, and a more sustainable world. We believe true wellbeing spans the whole human experience, from how we care for ourselves to our connections with others and the planet. We’ve created an environment where supporting people’s whole selves fuels their most meaningful work.

Roundglass

Giving is our nonprofit arm that drives philanthropic work in youth development, women's equity, and environmental sustainability. Our mission is to transform communities by tackling systemic challenges and unlocking human potential through Roundglass Sports, Roundglass Sustain, the Roundglass Foundation, and the Global India Institute (GIC). These efforts have reached millions of people, creating scalable models of community-led change.

Through the Roundglass Living platform, we deliver personalized wellbeing guidance rooted in science.

The Roundglass

Living app helps people develop habits that last through breathwork, meditation, movement, nutrition, music, and more. We built Roundglass on the belief that people thrive when they’re supported wholistically, and we apply this philosophy to how we work together as a team. If you're passionate about transforming communities and creating systemic change and want to contribute to a culture that embodies the impact we're creating, we'd love to meet you.

Lead, Customer Success is responsible for the customer success function, encompassing Implementation and Customer Support. This role is responsible for ensuring seamless service delivery, strong cross-functional coordination, successful customer onboarding,



and measurable user adoption across all accounts. The role combines strategic leadership, operational excellence, commercial ownership, and direct involvement in high-impact customer engagements.

Services

Leadership and Operational Health Own the overall performance and health of the Services function. Ensure effective coordination between the Implementation and Support teams. Monitor service quality, delivery timelines, customer satisfaction, and operational risks.

Align the Services strategy with the company’s product vision and business objectives. Partner with Product, Sales, Customer Success, and other stakeholders to ensure consistent customer outcomes. Translate product strategy into scalable implementation and support practices.

Contribute to company planning by identifying service-related opportunities, risks, and capability requirements. Own registration, adoption, and engagement metrics across customer accounts. Set account-level and team-level targets, monitor performance, and implement corrective actions where required.

Establish dashboards and reporting mechanisms that provide visibility into key performance indicators. P&L; and Resource Management Own the Profit and Loss performance of the Services function.



Optimize service delivery costs while maintaining a high standard of customer experience.

Identify opportunities to scale service delivery through process improvement, automation, and standardization. Act as the senior Services leader for the onboarding of marquee and strategically important clients. Provide leadership oversight during planning, transition, implementation, and initial adoption.

Ensure that risks, dependencies, and escalations are proactively managed. Coordinate internal teams to deliver a smooth launch and successful early customer experience. Lead, coach, and develop Implementation and Support leaders and team members.

Define team structures, responsibilities, goals, and performance expectations. Recruit and retain high-performing services professionals. Conduct regular performance reviews and support individual development plans.

Significant experience leading Implementation, Professional Services, Customer Support, Customer Success, or a related function. Demonstrated experience managing multidisciplinary customer-facing teams. Strong understanding of customer onboarding, product adoption, and service delivery.

Experience owning or contributing to P&L;, budgeting, forecasting, and resource planning. Proven ability to manage enterprise or strategically important customer relationships.

Experience establishing operational metrics, dashboards, and performance-management processes. Bachelor’s degree in business, Technology, Engineering, or a related discipline; Strategic and commercial thinking Financial and P&L; management Data-driven decision-making Executive stakeholder management Team development and coaching Change and escalation management

📌 Customer Success S (Sahibzada Ajit Singh Nagar)
🏢 Roundglass Living
📍 Sahibzada Ajit Singh Nagar