Director, Customer Retention

Turn/River•San Francisco, CA

2h•$280,000 - $290,000•Hybrid

About The Position

Turn/River is seeking a Director, Customer Retention to work directly with the leadership teams at our portfolio companies to build and execute retention and growth strategies. This hire will focus on diagnosing where net revenue retention is leaking, deploying the systems that fix it, and installing those systems across 2–3 companies at a time. You will bring deep operating expertise across every core CS function — renewals, customer success, onboarding, support, and professional services — and apply it in service of one outcome: portfolio companies that retain and grow their customer base better than they did before we invested. You know how to read a cohort curve and tell the difference between a product problem and a coverage problem. You know how to rebuild an onboarding motion that isn't producing measurable value. And you have enough fluency in pricing, packaging, and CS tooling to earn the trust of a CCO and a CFO in the same conversation. This is a hands-on, high-impact role for someone who works through other people's teams, thrives in ambiguity, and can move between diligence, strategy, and in-the-weeds execution in the same week.

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.

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.