Head of Customer Success

San Francisco, California, United States | Turn/River Capital | Full-time

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Turn/River Capital is a technology focused private equity firm with nearly $700M under management. We are data-driven growth experts. Our strategy is to combine capital with results-oriented marketing, sales optimization, and operational execution to drive companies to double or triple their growth. We are analytically driven, curious by nature, and always looking for the next experiment to drive improvement.

The Head of Customer Success is a unique role that provides an amazing opportunity to drive growth across multiple software companies, partnering deeply with both Turn/River employees as well as our portfolio companies. We get to see our work make an impact on growth and the bottom line on a daily basis - and we're rewarded on that performance. We are creating a new model for Private Equity and want to find people that can elevate Turn/River and our portfolio companies to the next level.

 

Role Description

The operations team at Turn/River is tasked with building and executing a growth plan for each new portfolio company. To help lead the charge in customer retention and success we are seeking a Head of Customer Success. This person will be responsible for developing and implementing our best practices across our portfolio. We need a proven CS leader with a process-oriented mindset. One that will develop revenue growth and CS operational strategies with the portfolio leadership team.

Responsibilities

  • Work with the leadership teams at 2 to 3 of the Turn/River portfolio companies to develop and implement retention and growth strategies and build operational best practices
  • Partner with the CS leaders to recruit, develop, and train their teams
  • Contribute new ideas and content to the growing list of proven Turn/River CS playbooks
  • Drive portfolio wide CS & retention training and learning culture
  • Implement proper CS tracking and reporting
  • Identify and help build out vital collateral for retention and onboarding
  • Provide due-diligence and CS strategies for new potential company investments

Experience / Skills

  • 10+ years of CS team management across all core CS pillars (renewals, expansion, onboarding, support, professional services)
  • 5+ years working with a SaaS product
  • Proven track-record of increasing customer retention rates
  • Experience creating and implementing pricing changes, customer onboarding, and customer retention processes
  • Excellent written and verbal communication
  • Able to teach best practices, strategies, and tactics
  • Must have a great knowledge of CS related tools
  • Strong project management, organization skills and process management

Benefits

  • An opportunity to make a dramatic impact across multiple high growth tech firms
  • Competitive salary, equity, and health benefits
  • Profit sharing (aka “carried interest”) across a diversified portfolio of startups
  • 401K
  • Commuter benefits
  • Equipment of your choice
  • Energetic work environment with perks - snacks, monthly team lunches, etc
  • A company who enjoys having fun; holiday and summer parties, annual global company offsite, and lots of other great stuff

 At Turn/River, we are analytically minded, curious by nature, and voracious learners. We encourage BIPOC (Black/Brown, Indigenous, and other People of Color) applicants to apply. We are an equal opportunity employer with an inclusive working environment.