Head of Services

Location: Mohali

Position Title:

Head of Services

Location:

Remote/In Office
Position Type:
Regular, Full-Time

Who we are:

Roundglass is a wholistic wellbeing company working to empower healthier lives, stronger communities, and a more sustainable world. That w in wholistic is intentional:
We believe true wellbeing spans the whole human experience, from how we care for ourselves to our connections with others and the planet. This philosophy shapes both what we build and how we work. We’ve created an environment where supporting people’s whole selves fuels their most meaningful work.
Roundglass creates real-world impact through two core pillars:

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.

About the role:

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.

What you’ll do:

Services Leadership and Operational Health
Own the overall performance and health of the Services function.
Ensure effective coordination between the Implementation and Support teams.
Establish clear operating processes, ownership structures, and escalation mechanisms.
Monitor service quality, delivery timelines, customer satisfaction, and operational risks.
Build a culture of accountability, collaboration, and continuous improvement.

Strategic Alignment
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.
Provide structured customer feedback to Product and Engineering teams.
Contribute to company planning by identifying service-related opportunities, risks, and capability requirements.

Customer Adoption and Registration Metrics
Own registration, adoption, and engagement metrics across customer accounts.
Develop strategies to increase user activation and sustained product usage.
Set account-level and team-level targets, monitor performance, and implement corrective actions where required.
Work with internal teams and customer stakeholders to address barriers to adoption.
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.
Develop and manage budgets, forecasts, capacity plans, and resource-allocation models.
Optimize service delivery costs while maintaining a high standard of customer experience.
Improve team productivity, utilization, and operational efficiency.
Identify opportunities to scale service delivery through process improvement, automation, and standardization.

Marquee Client Onboarding
Act as the senior Services leader for the onboarding of marquee and strategically important clients.
Provide leadership oversight during planning, transition,…