{"id":785015,"url":"https://alion.io/job/turnriver-director-customer-retention","title":"Director, Customer Growth","company":{"id":688084,"name":"Turn/River Capital","domain":"turnriver.com","url":"https://alion.io/company/turnriver","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":280000,"max":290000,"currency":"USD","period":"year","gross":null,"usd_annual":290000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-29T00:13:50Z","employer_posted_date":"2026-08-29","last_verified_at":"2026-10-30T04:23:42Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"About Turn/River\nTurn/River Capital is a private equity firm that applies a proprietary growth engineering strategy to investing, partnering with software businesses to accelerate growth and build enduring value. The firm’s team of equal parts investors and operators provides hands-on operational support and the flexible capital to systematically scale marketing, sales and customer success at its portfolio companies. 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.\nAbout the Role\nTurn/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.\nYou 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.\nThis 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.\nKey Responsibilities\nPartner with Revenue, product, and CS leaders at 2-3 portfolio companies to diagnose retention performance and deploy prioritized, known good tactics.\n\nInstall operational best practices in various parts the CS organization - segmentation, coverage models, health scoring, escalation paths, and renewal motions.\n\nDefine 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.\n\nDeploy and iterate product adoption and renewal sales tactics, including the collateral, playbooks, and enablement assets required to make them repeatable.\n\nPartner with CS leaders to recruit, assess, and develop their teams - including defining role profiles, interview processes, and performance expectations.\n\nContribute new playbooks and content to the Turn/River CS library so wins at one company become defaults across the portfolio.\n\nQualifications\n8+ 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.\n\n4+ years in B2B SaaS, with a demonstrable track record of improving gross and net revenue retention - specific numbers, before and after.\n\nAbility 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.\n\nDemonstrated ability to influence without authority - driving change through leadership teams you don't manage.\n\nDepth in the CS tooling stack sufficient to evaluate, select, and implement systems, not just operate within them.\n\nLocation\nSan Francisco, hybrid work model\n\nCompensation\nThe 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.\n\nThis role is eligible to participate in the Turn/River carry program and a discretionary bonus program.\n\nBenefits and Perks\nThe below benefits are offered to full-time employees based out of our San Francisco office:\nAn opportunity to make an impact across multiple high-growth tech firms\n\nCompetitive salary and discretionary bonus\n\nMedical, dental, and vision insurance covered 100% for employee & dependents\n\nFlexible vacation policy\n\n401K matching\n\nPaid parental leave\n\nCommuter benefits\n\nHealth and Wellness benefits\n\nHousehold Services benefits\n\nHome Office benefits\n\nAnnual Home Office Equipment Reimbursement\n\nDonation matching\n\nWork from home Monday & Friday\n\nEnergetic work environment with snacks and weekly team lunches 3x per week, centrally located near multiple public transit lines\n\nA company that enjoys having fun: holiday parties, annual company offsite and retreat, annual summer \"work from anywhere\" month\n\nTurn/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 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