Director, Customer Success (Hybrid- Austin, TX)

Location: Austin, TX (Hybrid - 3 days/week in office)
Compensation: Competitive base + benefits

Togetherwork is seeking an experienced and visionary Director of Customer Success to design, build, and lead a scalable customer success function that drives engagement, retention, and growth. You'll define the strategy, systems, and playbooks that empower customers to thrive through proactive, technology-enabled experiences.

This is a highly visible role for a customer-obsessed leader who thrives at the intersection of strategy, operations, and technology-and who believes that customer success is the heartbeat of every great company.

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  Design and scale programs: Build frameworks and playbooks that deliver meaningful customer engagement at scale through digital and automated initiatives.

  
  
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  Leverage technology: Identify, implement, and optimize customer engagement tools to drive adoption, retention, and measurable outcomes.

  
  
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  Map the journey: Define and continuously refine the end-to-end customer lifecycle, ensuring seamless experiences from onboarding through renewal.

  
  
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  Empower customers: Collaborate cross-functionally to create customer learning resources-webinars, training, and knowledge content-that enhance self-sufficiency and satisfaction.

  
  
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  Lead with data: Establish and track key metrics (adoption, retention, churn, NPS, and health scores) to inform strategy and drive continuous improvement.

  
  
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  Partner cross-functionally: Work closely with Product, Sales, Marketing, and Support to align customer success strategies with product and service delivery.

  
  
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  Inspire your team: Build and lead a high-performing, motivated customer success organization that embodies Togetherwork's customer-first culture.

  
  

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  8+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles.

  
  
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  Proven track record of building scalable customer success programs using platforms such as Vitally, Gainsight, Totango, ChurnZero, Zendesk, or Intercom.

  
  
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  Strong analytical mindset with demonstrated ability to use data to drive strategy and operational improvements.

  
  
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  Exceptional leadership, communication, and change management skills.

  
  
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  Ability to collaborate effectively across departments in a fast-paced, evolving environment.

  
  

Impact: Shape the strategy, systems, and culture that define Togetherwork's customer success model.
Innovation: Leverage technology and data to scale engagement and retention across products.
Leadership: Build and mentor a team that delivers measurable customer impact.
Flexibility: Hybrid role based in Austin, TX (3 days onsite).

Base Salary: Competitive
Benefits:

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  Medical, dental, and vision insurance options

  
  
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  100% employer-paid short/long-term disability

  
  
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  Basic Life Insurance

  
  
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  401(k) with 100% company match up to 4%

  
  
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  Flexible paid personal/vacation time built on mutual trust and accountability

  
  
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  10 sick days annually

  
  
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  10 company-paid holidays

  
  
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  6 weeks paid parental leave

  
  

Togetherwork is an Equal Employment Opportunity Employer. We value diverse backgrounds, experiences, and perspectives. Employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, disability, veteran status, age, national origin, or any other protected category under applicable law.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations, including associations, camps, unions, fraternities and sororities, gyms, dance studios, religious congregations, and more.

Our mission-critical tools help customers manage and grow their communities while deepening member engagement. We're united by a shared goal: helping our clients better serve and empower their members.

Learn more about our solutions at www.togetherwork.com/solutions.