Back to jobs
New

Director, Customer Success (Hybrid- Austin, TX)

TW Corporate

Location: Austin, Texas
 Reports To: VP of Account Management and Customer Success

About the Role

We are seeking an experienced and visionary Director of Customer Success to design, build, and lead our customer success function. This leader will create scalable playbooks and strategies that proactively drive customer engagement, retention, and growth using a one-to-many approach enabled by technology.

This role is ideal for a customer success professional who is passionate about operational excellence, program design, and building systems that create meaningful customer impact at scale.

Responsibilities

  • Build & Scale Playbooks: Develop and implement customer success playbooks that engage and support customers at scale through digital, automated, and technology-driven initiatives.
  • Technology-Enabled Success: Identify, implement, and optimize customer engagement platform(s).
  • Customer Journey Mapping: Define and refine the end-to-end customer journey, ensuring every stage, from onboarding to renewal, is supported by scalable processes and resources.
  • Content & Enablement: Collaborate on creation of customer education assets (webinars, knowledge articles, online training, playbooks) that enable a one-to-many approach.
  • Data-Driven Insights: Establish and monitor customer success metrics (adoption, retention, churn, NPS, health scores) to drive continuous improvement.
  • Cross-Functional Leadership: Partner with Product, Sales, Marketing, and Support teams to ensure customer feedback informs product strategy and customer needs are consistently met.
  • Team Leadership: Build and lead a high-performing Customer Success team, setting goals, developing talent, and fostering a customer-first culture.

Qualifications

  • 8+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles.
  • Proven success in building scalable customer success programs leveraging technology.
  • Experience with customer success platforms (e.g., Vitally, Gainsight, Totango, ChurnZero, Zendesk, Intercom, etc.).
  • Strong analytical skills with the ability to use data to drive strategy and measure impact.
  • Exceptional communication, leadership, and change management skills.
  • Experience leading teams and working cross-functionally in a fast-paced environment.

Success in This Role Looks Like

  • A clearly defined, scalable customer success program is in place and driving adoption, retention, and growth.
  • Customers feel supported and engaged through proactive, technology-driven initiatives.
  • Customer insights are consistently fed back into the business to improve product and customer experience.
  • A high-performing, engaged Customer Success team is built and thriving.

Employee Referral Bonus

This position is eligible for a $1,000 employee referral

Access Referral Form Here

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $135,000 - $150,000 USD per year

Apply for this job

*

indicates a required field

Phone
Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Togetherwork Internal ’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.