Director, Customer Growth — Retention & Growth for SaaS

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

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.