Director of Customer Retention & Recovery

Director of Customer Retention & Recovery

Location: Austin, TX (Hybrid — 3 days in office per week)

Compensation: Competitive compensation + benefits

About Us

Togetherwork is a $250M recurring revenue SaaS business with over 33 software applications serving 12+ vertical markets. We exist to help communities, organizations, and businesses thrive by delivering software solutions tailored to their unique needs.

With our new headquarters on South Congress in Austin, TX, we are entering an exciting phase of growth. We work hard and play hard. We love our customers, we innovate with purpose, and we won’t stop until we’ve delighted every client across the diverse ecosystem we serve.

About the Role 

We are seeking a relentless, strategic, and highly accountable Director of Customer Retention & Recovery to lead our proactive churn mitigation efforts. This leader will own the creation and execution of a formal “Churn War Room” focused on saving at-risk customers through structured intervention, executive engagement, and tailored recovery plans. 

This role is ideal for a revenue-focused operator who thrives in high-stakes situations, can quickly assess financial and operational risk, and is empowered to build creative save strategies across pricing, services, and support. The Director will work directly with Customer Success Managers (CSMs), Account Managers (AMs), and executive stakeholders to reduce cancellations, protect ARR, and improve retention outcomes. 

What You’ll Do 

• Churn War Room Leadership: 
  Establish and run a structured churn review process to assess cancellation notices and high-risk accounts, building actionable save strategies with clear ownership and timelines. 
• Save Strategy Development: 
  Design tailored recovery plans that may include financial restructuring, services support, product enablement, executive alignment, or phased remediation approaches. 
• Frontline Engagement: 
  Partner directly with CSMs and AMs to strategize and participate in customer meetings, leveraging a high-touch, executive-engagement model to prevent churn. 
• Proactive Risk Programs: 
  Analyze churn data trends to identify systemic product or segment risks and develop proactive retention programs in partnership with CSM and AM teams. 
• Executive Coordination: 
  Lead executive-level engagement strategies for high-risk accounts, including coordination of nonprofit executive meetings and structured escalation pathways. 
• Performance Tracking & Accountability: 
  Track and measure save rate, ARR preserved, churn reduction percentage, and graduation from the Churn War Room. Implement dashboards and reporting mechanisms to drive accountability. 
• Executive Reporting: 
  Provide structured executive readouts detailing at-risk accounts, action plans, save status, financial exposure, and recovery risks. 

What You'll Bring

• 5+ years of experience in Customer Success, Account Management, Retention, or Revenue-focused roles. 
• Proven success reducing churn and negotiating complex save scenarios. 
• Strong financial acumen with the ability to structure creative commercial solutions. 
• Executive presence and experience engaging C-level stakeholders. 
• Data-driven mindset with the ability to analyze churn trends and translate insights into action. 
• Exceptional communication, influence, and crisis-management skills. 
• Ability to operate with urgency while maintaining structured processes and accountability. 
• Success in This Role Looks Like 

Why This Role

• Overall cancellation rate improves by at least 15%. 
• A structured and highly effective Churn War Room is operating with clear governance and measurable outcomes. 
• ARR preserved and clients saved consistently meet or exceed monthly save quotas. 
• At-risk accounts have documented recovery plans with transparent executive visibility. 
• Customers successfully “graduate” from high-risk status through measurable stabilization. 
• Compensation is MBO-driven and tied to measurable outcomes including churn reduction percentage, ARR saved, save rate, and a defined monthly ARR save quota. 

Benefits:

• Medical, dental, and vision insurance options
• 100% employer-paid short/long-term disability
• Basic Life Insurance
• 401(k) with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company-paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity

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.

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.