Swiggy Dineout
Website:
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Job details:
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, implementation, and initial adoption.
- Build strong relationships with senior customer stakeholders.
- Ensure that risks, dependencies, and escalations are proactively managed.
- Coordinate internal teams to deliver a smooth launch and successful early customer experience.
Team Leadership
- 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.
- Create succession plans and strengthen leadership capability across the function.
Skills and Qualifications:
- 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.
- Ability to operate effectively in a fast-paced, growing organization.
- Bachelor’s degree in business, Technology, Engineering, or a related discipline; an advanced degree is advantageous.
Core Competencies
- Strategic and commercial thinking
- Customer-centric leadership
- Operational and process excellence
- Financial and P&L management
- Data-driven decision-making
- Cross-functional collaboration
- Executive stakeholder management
- Team development and coaching
- Change and escalation management
- Clear and influential communication
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