VP, Customer Retention

Turn/River Capital • San Francisco, CA

86d • $340,000

About The Position

We are looking for a VP of Customer Retention to join our Operations team. This role has two primary responsibilities: Define and continuously refine the system by which Turn/River portfolio companies drive the highest gross and net retention outcomes. Continuously add to and refine Turn/River’s playbooks from pre-sales to renewal. Partner with Customer Success and Revenue leaders within Turn/River’s portfolio companies to help them meet and exceed their revenue targets by optimizing the end-to-end customer journey, creating predictably high intent to buy more and renew.

Requirements

• Background in Renewal Sales or Customer Retention.
• Experience working with high-volume data environments.
• Track record of building and experimenting systems and structures targeting micro improvements.
• Experience selling from SMB to Enterprise.
• Analytical thinker with fluency in spreadsheets, funnel metrics, and usage data.
• Systems builder who’s energized by structure, not chaos.
• Outcome-oriented: measures success in GRR/NRR, not slide decks.
• Naturally cross-functional: loves working at the intersection of teams.

Responsibilities

• Partner closely with the Sales, Customer Success, Product, Marketing and Services leaders at Turn/River Portfolio companies to create and maintain a customer base with the highest level of buying intent.
• Leverage retention yield data to understand where high and low intent yield profiles come from new sales, expansion sales, business processes, communication streams, etc.
• Execute operational tactics to systematically solve for churn risk or maximize expansion opportunities - based on data insights.
• Think beyond traditional customer success processes to rapidly increase renewal intent - from non-CS teams like product, marketing, or sales.
• Test small changes for rapid iteration - failing fast and frequently.
• Design org structures and tech stacks for scalable success delivery.
• Collaborate with Turn/River’s internal data and ops teams to amplify impact.

Benefits

• An 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, centrally located near multiple public transit lines.
• A company that enjoys having fun: holiday parties, annual company offsite and retreat, annual summer 'work from anywhere' month.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior