Director, Revenue Retention & Growth (B2B SaaS)

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K matching

Flexible vacation

Job summary

Turn/River is seeking a Director of Customer Retention to work with portfolio company leadership to diagnose retention gaps and deploy targeted strategies that improve net revenue retention. You will lead across renewals, onboarding, customer success, and professional services, collaborating with executives to rebuild onboarding motions and drive pricing and packaging decisions that protect retention.

This is a hands-on, high-impact role with fast iteration across diligence, strategy, and

Qualifications

• 8+ years leading customer success organizations across renewals, expansion, onboarding, support, and professional services.
• 4+ years in B2B SaaS with demonstrable gross and net revenue retention improvements.
• Proven experience building onboarding programs and recurrent success/adoption cycles.

Responsibilities

• Partner with Revenue, Product, and CS leaders at portfolio companies to diagnose retention performance and deploy tactics.
• Install and optimize CS best practices: segmentation, coverage models, health scoring, escalation paths, renewal motions.
• Define CS metrics, dashboards, and cadence used to run the business.

Skills

Customer Success

Leadership

B2B SaaS

Onboarding

Retention

Pricing & Packaging

Job description

Turn/River is seeking a Director of Customer Retention to work with portfolio company leadership to diagnose retention gaps and deploy targeted strategies that improve net revenue retention. You will lead across renewals, onboarding, customer success, and professional services, collaborating with executives to rebuild onboarding motions and drive pricing and packaging decisions that protect retention.

This is a hands-on, high-impact role with fast iteration across diligence, strategy, and