Position Title: Leader ServicesLocation: Bellevue, WA Position Type: Regular, Full-TimeAbout 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.
