Leader,Services

Position Title: Leader ServicesLocation: Bellevue WA Position Type: Regular Full-TimeWho we are: At Roundglass our primary goal is to make a positive impact on peoples 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 Roundglass Living we empower people to take control of their wellbeingone 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 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 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 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 youll do: Strategic Leadership: Build and scale a world-class Customer Success and Support function aligning with organizational goals and app Journey Ownership: Define and optimize end-to-end customer lifecycle strategies including onboarding engagement adoption and & Growth: Drive retention and expansion across customer accounts through relationship building upsell opportunities and proactive Management: Cultivate partnerships with high-value clients conducting regular business reviews competitive assessments and solution Support Excellence: Oversee global support operations ensuring timely resolution of user issues and a consistently high satisfaction -Driven Insights: Establish KPIs metrics and reporting frameworks to measure success identify trends and inform -Functional Collaboration: Partner with Product Content Marketing and Sales teams to align customer feedback with product innovation and GTM & Processes: Develop scalable workflows training programs and tactical delivery plans to ensure adoption and maximum Development: Lead coach and mentor a team of Customer Success Managers and Support Specialists; foster a culture of accountability and & Qualifications:10 years in Customer Success Account Management or Client Services with 5 years in a leadership track record of managing $10M ARR portfolios and delivering consistent retention and expansion in SaaS or app-based platforms ideally within wellbeing healthtech or consumer engagement background in business development strategic partnerships and enterprise account at solution implementation process optimization and client communication presentation and stakeholder management -driven mindset with experience defining KPIs performing gap analysis and leveraging insights for success in building teams developing leaders and scaling customer success functions from ground & Benefits:The anticipated salary range for this position ranges from $175000- $200000 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 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 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 a group of talented socially conscious gritty innovators using technology and human energy to create a vibrant wellness ecosystem. Together weve built an amazing community and we are always looking for people who share our learn more 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 rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.