Director, Customer Retention — Scale B2B SaaS Growth

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

Benefits offered by this job

Medical, dental, and vision insurance

401K matching

Paid parental leave

Flexible vacation policy

Home office benefits

Weekly team lunches and social events

Job summary

Turn/River is seeking a Director of Customer Retention to work with portfolio company leadership to build and execute retention and growth strategies focused on improving net revenue retention.

The role requires hands-on leadership across renewals, CS, onboarding, and professional services, with the ability to diagnose churn drivers and deploy scalable playbooks at multiple companies.

Qualifications

• 8+ years leading customer success organizations with ownership across renewals, expansion, onboarding, support, and services.
• 4+ years in B2B SaaS with demonstrable improvements in gross and net revenue retention.
• Proven experience building onboarding programs and repeatable retention processes end-to-end.
• Ability to diagnose churn drivers and deploy playbooks based on customer base priorities.

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: metrics, dashboards, and cadence leadership uses to run the business.
• Advise on pricing and packaging changes, and implement customer-facing rollout without eroding retention.
• Deploy and iterate onboarding and adoption programs with collateral, playbooks, and enablement assets to make them repeatable.
• Partner with CS leaders to recruit, assess, and develop their teams—defining role profiles, interview processes, and performance expectations.
• Contribute new playbooks and content to Turn/River CS library to scale wins across the portfolio.

Skills

Customer success leadership

Revenue retention analytics

Cross-functional collaboration

Pricing and packaging knowledge

Job description

Turn/River is seeking a Director of Customer Retention to work with portfolio company leadership to build and execute retention and growth strategies focused on improving net revenue retention.

The role requires hands-on leadership across renewals, CS, onboarding, and professional services, with the ability to diagnose churn drivers and deploy scalable playbooks at multiple companies.