Director, Customer Growth

Turn/River Capital; San Francisco (CA); Hybrid; USD 280,000 - 290,000; Full time

Benefits offered by this job

Medical, dental, vision insurance 100%

Flexible vacation policy

401K matching

Paid parental leave

Commuter benefits

Health and Wellness benefits

Home Office benefits

Job summary

Turn/River Capital in San Francisco seeks a Director of Customer Growth to lead retention and growth strategies across portfolio companies. You will diagnose where NRR leaks, install scalable systems, and drive data-driven improvements across 2-3 companies at a time.

You will bring deep operating expertise in renewals, CS, onboarding, or professional services and influence portfolio leaders to adopt proven playbooks and processes that improve customer retention and expansion.

Qualifications

• 8+ years leading parts of a customer success org (renewals, expansion, onboarding, support, or services).
• 4+ years in B2B SaaS with proven improvements in gross and net revenue retention.
• Ability to diagnose churn drivers in unfamiliar businesses and deploy playbooks.
• Demonstrated ability to influence leadership without direct authority.
• Depth in CS tooling to evaluate, select, and implement systems.

Responsibilities

• Partner with Revenue, product, and CS leaders at 2-3 portfolio companies to diagnose retention performance and deploy prioritized tactics.
• Install CS operating practices: segmentation, coverage models, health scoring, escalation paths, renewal motions.
• Define CS reporting and cadence for leadership to run the business and measure progress across portfolio.
• Deploy product adoption and renewal sales tactics with collateral, playbooks, and enablement assets.
• Partner with CS leaders to recruit, assess, and develop teams with role profiles and performance expectations.
• Contribute new playbooks and content to the Turn/River CS library for portfolio-wide reuse.

Skills

CS Leadership

B2B SaaS Experience

Retention & Renewal

Influence without authority

CS tooling stack

Tools

CS tooling stack

Job description

About Turn/River

Turn/River Capital is a private equity firm that partners with software businesses to drive AI transformation and catalyze capital-efficient growth. As a team of equal parts software operators and investors, we have the people, data-driven playbooks and flexible capital to re-architect engineering, product, go-to-market, talent and resourcing to build enduring value. 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.

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

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.