Director, Customer Growth

About the Role

Turn/River is seeking a Director, Customer Growth 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 in at least one core CS function - renewals, customer success, onboarding, support, or 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 leading indicator trends and how those trends show up in revenue outcomes.

You know how to rebuild a process in small bits and don't rely on big overhaul changes to make an impact. You know how to experiment and fail fast. Because of these strengths, you are able to influence portfolio company leaders to take action and deploy your data-based ideas.

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.

Key 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 in various parts 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.
• Deploy and iterate product adoption and renewal sales tactics, 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.

Qualifications

• 8+ years leading some part of the customer success organization, with direct ownership across at least one core CS pillar: renewals, expansion, onboarding, support, or professional services.
• 4+ years in B2B SaaS, with a demonstrable track record of improving gross and net revenue retention - specific numbers, before and after.
• 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.

Location

• San Francisco, hybrid work model

Compensation

• The annual base salary range for this role is $280,000 - $290,000, taking into account numerous variable factors that are considered in making compensation decisions including but not limited to skill sets, experience, training, licensure, certifications, and organizational requirements.
• This role is eligible to participate in the Turn/River carry program and a discretionary bonus program.

Benefits and Perks

The below benefits are offered to full-time employees based out of our San Francisco office:

• 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