Head of Customer Success

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 $4.7bn in committed capital and invests globally with a focus on North America and Europe.

About The Role

We are looking for a Head of Customer Success 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 success. 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 Onboarding, Customer Success, Professional Services, Support, TAMs, Sales.
• You have experimented with different ways to capture the highest net revenue outcomes through the renewals process.
• 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.
  
  

Key Responsibilities

• Own customer success KPIs across the Turn/River portfolio
• Help build and refine critical metrics and leading indicators of success
• Collaborate with others on the Turn/River Operating team to define and refine our Customer Success best practices
• Partner with the Sales, Customer Success, and Services leaders at Turn/River portfolio companies to provide guidance and support implementation of best practices around all customer success playbooks
• Continuously test and document new best practices, sharing internally for application across the Turn/River portfolio
• Foster a culture focused on repeatable and predictable processes
• Work closely with Marketing, New Sales, and Customer Success counterparts to ensure customer retention and growth ties well with overall revenue generation strategy and execution
  
  

Qualifications

• 10 years in Customer Success and Sales, with 5 years in leadership roles in high-growth environments
• Deep experience owning improved customer success tactics, resulting in better revenue retention and higher expansion
• Strong understanding of sales, marketing, and customer success processes within a SaaS or software environment
• Very data-driven, intellectually curious, and numerically inclined
• Strong project management, organizational skills, process management, and client-facing abilities
  
  

Location

• San Francisco, hybrid work model
  
  

Compensation

• The annual base salary range for this role is $260,000 - $300,000 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
  
  

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.