VP, Customer Retention

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.

The Role

We are seeking a VP of Customer Retention to join our Operations team and lead the strategic vision for retention and expansion across our portfolio companies. In this role, you will design and continuously optimize the systems, processes, and playbooks that drive the highest gross and net retention outcomes—from pre-sales through renewal. Partnering closely with Customer Success and Revenue senior leaders, you will shape the end-to-end customer journey, ensuring predictable, high-intent behaviors that maximize renewals and expansion while enabling portfolio companies to consistently exceed their revenue targets. This is a high-impact, cross-functional leadership role for a systems-minded operator who thrives on driving measurable business outcomes.

Key Responsibilities

• Partner with senior leadership across Sales, Customer Success, Product, Marketing, and Services at Turn/River portfolio companies to design and sustain customer bases with the highest levels of renewal and expansion intent.
• Leverage retention and yield data to identify the drivers of high- and low-intent customer profiles across new sales, expansion, processes, and communication streams.
• Translate data insights into scalable strategies and operational initiatives that reduce churn risk and maximize revenue expansion.
• Drive innovation beyond traditional Customer Success models by engaging Product, Marketing, and Sales teams to accelerate customer renewal intent.
• Champion a culture of experimentation—testing, measuring, and rapidly iterating to uncover high-impact improvements.
• Architect organizational structures, operating models, and technology stacks that enable scalable, efficient customer success delivery.
• Partner closely with Turn/River’s internal data, analytics, and operations teams to strengthen decision-making, enhance visibility, and amplify portfolio-wide impact
  
  

Qualifications

• Deep expertise in customer retention, with a defined point of view on the structures, processes, and conditions that drive renewal and expansion.
• Demonstrated success developing and executing churn-prevention playbooks that address root causes, detect early risk, and drive rapid remediation.
• Proven ability to organize teams to effectively execute retention strategies at scale.
• Background in Renewal Sales or Customer Retention.
• Extensive experience designing and implementing efficient collaboration models across Customer Success, Professional Services, Support, TAMs, Sales, Product, and Marketing.
• Strong track record of building systems, processes, and workflows that drive adoption, operational consistency, and measurable improvements over time.
• Skilled at managing high-volume, complex environments with a focus on scalable processes and continuous optimization.
• Deep fluency in data, analytics, and funnel metrics, with hands-on experience using spreadsheets and dashboards to measure and improve GRR/NRR performance.
• Expertise in identifying key data points and establishing tracking and reporting frameworks to inform strategic decisions.
• Experience driving retention and expansion across SMB through Enterprise segments.
• Systems-oriented operator who thrives on building structure, clarity, and process to enable scale.
• Outcome-driven, focused on business impact and performance metrics rather than presentations or activity-based outputs.
  
  

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

The below benefits are offered to full-time employees based out of our San Francisco office:

• An opportunity to make an impact across multiple high-growth tech firms
• Competitive salary and discretionary bonus
• Medical, dental, and vision insurance covered 100% for employee & dependents
• Flexible vacation policy
• 401K matching
• Paid parental leave
• Commuter benefits
• Health and Wellness benefits
• Household Services benefits
• Home Office benefits
• Annual Home Office Equipment Reimbursement
• Donation matching
• Work from home Monday & Friday
• Energetic work environment with snacks and weekly team lunches 3x per week, centrally located near multiple public transit lines
• A company that enjoys having fun: holiday parties, annual company offsite and retreat, annual summer "work from anywhere" month
  
  

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.