Turn/River Capital
About Turn/River
Turn/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.
About The Role We are looking for a VP of Customer Retention to join our Operations team. This role has two primary responsibilities:
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.
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 Renewal Sales or Customer Retention
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 $340,000 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.
Benefits And Perks
An opportunity to make an impact across multiple high-growth tech firms
Competitive salary and discretionary bonus
Medical, dental, and vision insurance
Flexible vacation policy
401K
Paid parental leave
Commuter benefits
Donation matching
Work from home Monday & Friday
Energetic work environment with snacks and weekly team lunches, centrally located near multiple public transit lines
A company that enjoys having fun: holiday parties, annual company offsite, annual summer "work from anywhere" month
Note: The following line was in the original: Turn/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 (requesting or approved for leave under any applicable state, or federal leave act), domestic violence victim status, political affiliation, and any other characteristic or status protected by state or federal law.
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About The Role We are looking for a VP of Customer Retention to join our Operations team. This role has two primary responsibilities:
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.
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 Renewal Sales or Customer Retention
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 $340,000 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.
Benefits And Perks
An opportunity to make an impact across multiple high-growth tech firms
Competitive salary and discretionary bonus
Medical, dental, and vision insurance
Flexible vacation policy
401K
Paid parental leave
Commuter benefits
Donation matching
Work from home Monday & Friday
Energetic work environment with snacks and weekly team lunches, centrally located near multiple public transit lines
A company that enjoys having fun: holiday parties, annual company offsite, annual summer "work from anywhere" month
Note: The following line was in the original: Turn/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 (requesting or approved for leave under any applicable state, or federal leave act), domestic violence victim status, political affiliation, and any other characteristic or status protected by state or federal law.
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