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About the Role

Turn/River is seeking a Director, Customer Retention to partner with leadership teams at portfolio companies, focusing on diagnosing and improving net revenue retention through hands-on operational support. This role requires deep expertise across core Customer Success functions to build and execute retention and growth strategies, ultimately accelerating portfolio company growth.

Responsibilities

• Partner with Revenue, Product, and CS leaders at 2-3 portfolio companies to diagnose retention performance and deploy prioritized, known good tactics.
• Install operational best practices across the CS organization — segmentation, coverage models, health scoring, escalation paths, and renewal motions.
• Define the CS reporting and tracking layer: the metrics, dashboards, and cadence leadership uses to run the business and that Turn/River uses to measure progress.
• Advise on pricing and packaging changes, and partner with CS leaders to execute the customer-facing rollout without eroding retention.
• Deploy and iterate onboarding and adoption programs, including the collateral, playbooks, and enablement assets required to make them repeatable.
• Partner with CS leaders to recruit, assess, and develop their teams — including defining role profiles, interview processes, and performance expectations.
• Contribute new playbooks and content to the Turn/River CS library so wins at one company become defaults across the portfolio.

Requirements

• 8+ years leading customer success organizations, with direct ownership across all core CS pillars: renewals, expansion, onboarding, support, and professional services.
• 4+ years in B2B SaaS, with a demonstrable track record of improving gross and net revenue retention — specific numbers, before and after.
• Proven experience executing and iterating onboarding programs, recurring guided success / adoption cycles, and retention processes end to end, not just advising on them.
• Ability to enter an unfamiliar business, diagnose the drivers of churn and retention, and deploy our playbooks based on the needs and priorities of each customer base.
• Demonstrated ability to influence without authority — driving change through leadership teams you don't manage.
• Depth in the CS tooling stack sufficient to evaluate, select, and implement systems, not just operate within them.

Skills

• Customer Success
• Renewals
• Customer Onboarding
• Customer Support
• Professional Services
• Net Revenue Retention
• Pricing
• Packaging
• CS Tooling
• B2B SaaS

Location

• San Francisco

Work Type

• Hybrid

Experience Level

• Director

Salary/Compensations

• $280,000 - $290,000

Benefits

• Opportunity to make an impact across multiple high-growth tech firms
• Competitive salary and discretionary bonus
• Medical, dental, and vision insurance covered 100% for employee & dependents
• Flexible vacation policy
• 401K matching
• Paid parental leave
• Commuter benefits
• Health and Wellness benefits
• Household Services benefits
• Home Office benefits
• Annual Home Office Equipment Reimbursement
• Donation matching
• Work from home Monday & Friday
• Energetic work environment with snacks and weekly team lunches 3x per week
• Company parties, annual company offsite and retreat, annual summer "work from anywhere" month

About the Company

• Turn/River Capital is a private equity firm that applies a proprietary growth engineering strategy to investing, partnering with software businesses to accelerate growth and build enduring value.
• The firm’s team of equal parts investors and operators provides hands-on operational support and the flexible capital to systematically scale marketing, sales and customer success at its portfolio companies.
• Founded in 2012 and based in San Francisco, Turn/River has $5.6bn in committed capital and invests globally with a focus on North America and Europe.

Equal Opportunity

• Turn/River provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, natural hair styles, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under any applicable state, or federal leave act), domestic violence victim status, political affiliation, and any other characteristic or status protected by state or federal law.