
Director, Customer Success (Hybrid- Austin, TX)
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
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
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