Director – Customer Retention

About the Role

We are looking for a Director of Customer Retention to join our Operations team. This role has two primary responsibilities: 

1. Define and continuously refine the system by which Turn/River portfolio companies drive the highest gross and net retention outcomes. Continuously add to and refine Turn/River’s playbooks from pre-sales to renewal.
2. Partner with Customer Success and Revenue leaders within Turn/River’s portfolio companies to help them meet and exceed their revenue targets by optimizing the end-to-end customer journey, creating predictably high intent to buy more and renew. 

About You

The person who is a strong fit for this role lives and breathes customer retention. You have developed a point of view on the ideal structure & set of processes that will increase the customers likelihood to buy more and renew.

• You have designed and implemented efficient cross-functional collaboration between various teams that might touch the customer, such as Customer Success, Professional Services, Support, TAMs, Sales, Product, and Marketing.
• You have built and optimized processes to drive systematic, ongoing adoption and have a strong perspective on what it should be.
• You know the set of conditions that are required for customers to over-consume and buy more over time.
• You have a strong point of view on the various data points and metrics to measure, and you know how to set up tracking and reporting around these metrics. 
• You could write a playbook on how to best prevent churn by removing root causes from the source, detect potential risk early, and remediate quickly. 
• You know how a team should be organized to enable execution of your playbooks.

Qualifications

• Background in Customer Retention, Product, Revenue Ops, or Growth.
• Experience working with high-volume data environments.
• Track record of building and experimenting systems and structures targeting micro improvements.
• Experience selling from SMB to Enterprise

• Analytical thinker with fluency in spreadsheets, funnel metrics, and usage data.
• Systems builder who’s energized by structure, not chaos.
• Outcome-oriented: measures success in GRR/NRR, not slide decks.
• Naturally cross-functional: loves working at the intersection of teams.

Responsibilities 

• Partner closely with the Sales, Customer Success, Product, Marketing and Services leaders at Turn/River Portfolio companies to create and maintain a customer base with the highest level of buying intent.
• Leverage retention yield data to understand where high and low intent yield profiles come from new sales, expansion sales, business processes, communication streams, etc
• Execute operational tactics to systematically solve for churn risk or maximize expansion opportunities - based on data insights 
• Think beyond traditional customer success processes to rapidly increase renewal intent - from non-CS teams like product, marketing, or sales.
• Test small changes for rapid iteration - failing fast and frequently
• Design org structures and tech stacks for scalable success delivery.
• Collaborate with Turn/River’s internal data and ops teams to amplify impact.

Location

• San Francisco, hybrid work model

Compensation

• The annual base salary for this role is $280,000 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.