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Director Customer Retention Jobs (NOW HIRING)

Turn/River

Director, Customer Retention

San Francisco, CA · On-site

$280 - $290/hr

About the Role Turn/River is seeking a Director, Customer Retention to work directly with the leadership teams at our portfolio companies to build and execute retention and growth strategies. This ...

Infor

Director, Customer Success

Director, Customer Success Department: SaaS Employment Type: Full Time Location: US-Remote ... This role drives customer retention & expansion, by ensuring adoption of high-value features and ...

Infor

Senior Director, Customer Success

Atlanta, GA · On-site

Senior Director, Customer Success Department: SaaS Employment Type: Full Time Location: Atlanta ... This role drives customer retention & expansion, by ensuring adoption of high-value features and ...

Infor Inc.

Senior Director, Customer Success

Atlanta, GA · On-site

$180 - $240/hr

Senior Director, Customer Success Department: SaaS Employment Type: Full Time Location: Atlanta ... This role drives customer retention & expansion, by ensuring adoption of high-value features and ...

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Director Customer Retention information

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$123.3K

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How much do director customer retention jobs pay per year?

As of Sep 6, 2026, the average yearly pay for director customer retention in the United States is $123,338.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,000.00 and $147,500.00 per year, depending on experience, location, and employer.

What does a director of customer retention do?

A Director of Customer Retention is responsible for developing and implementing strategies to keep existing customers engaged and loyal to a company’s products or services. This role involves analyzing customer data, identifying trends, and designing programs or campaigns to reduce customer churn. The director collaborates with marketing, sales, and customer service teams to ensure a seamless customer experience. They also measure the effectiveness of retention initiatives and adjust strategies as needed to achieve customer loyalty goals.

What are the key skills and qualifications needed to thrive as a director of customer retention?

To thrive as a Director of Customer Retention, you need a strong background in customer relationship management, data analytics, and strategic planning, often supported by a degree in business, marketing, or a related field. Familiarity with CRM platforms, retention analytics tools, and customer segmentation systems is typically required. Leadership, problem-solving, and excellent communication skills set outstanding candidates apart in this role. These skills ensure the ability to design effective retention strategies, foster customer loyalty, and drive long-term business growth.

What are the main challenges a director of customer retention typically faces when implementing retention strategies across multiple channels?

A Director of Customer Retention often navigates challenges such as ensuring consistent messaging across various communication channels, integrating customer data from multiple sources, and personalizing retention initiatives at scale. Balancing short-term retention tactics with long-term loyalty-building strategies can also be demanding, especially in dynamic markets. Additionally, collaborating closely with marketing, sales, and product teams is essential to align retention efforts and drive measurable results.

What is the difference between Director Customer Retention vs Customer Success Manager?

AspectDirector Customer RetentionCustomer Success Manager
Primary FocusDeveloping retention strategies and overseeing retention teamsEnsuring customer satisfaction and onboarding new clients
ResponsibilitiesHigh-level retention initiatives, analytics, and team managementCustomer onboarding, support, and relationship building
Work EnvironmentStrategic planning, leadership, cross-department collaborationCustomer interaction, support, and account management
Required CredentialsBachelor’s degree, experience in customer retention or marketingBachelor’s degree, experience in customer service or account management

The main difference between a Director Customer Retention and a Customer Success Manager lies in scope and focus. The Director handles strategic retention initiatives and team leadership, while the Customer Success Manager focuses on day-to-day customer interactions and satisfaction. Both roles require relevant experience and skills but serve different levels within the customer lifecycle.

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Cities with the most Director Customer Retention job openings:

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Director Customer Retention jobs near you
Infographic showing various Director Customer Retention job openings in the United States as of August 2026, with employment types broken down into 80% Full Time, 18% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.

Director, Customer Retention

Turn/River Capital

San Francisco, CA • On-site

$280K - $290K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 7 days ago

Job description

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
Turn/River is seeking a Director, Customer Retention 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.
You will bring deep operating expertise across every core CS function - renewals, customer success, onboarding, support, and 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 a cohort curve and tell the difference between a product problem and a coverage problem. You know how to rebuild an onboarding motion that isn't producing measurable value . And you have enough fluency in pricing, packaging, and CS tooling to earn the trust of a CCO and a CFO in the same conversation.
This 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.
Key Responsibilities
  • Partner with Revenue, Product, and CS leaders at 2-3 portfolio companies to diagnose retention performance and deploy prioritized, known good tactics.
  • Install operational best practices across the CS organization - segmentation, coverage models, health scoring, escalation paths, and renewal motions.
  • Define 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.
  • Advise on pricing and packaging changes, and partner with CS leaders to execute the customer-facing rollout without eroding retention.
  • Deploy and iterate onboarding and adoption programs, including the collateral, playbooks, and enablement assets required to make them repeatable.
  • Partner with CS leaders to recruit, assess, and develop their teams - including defining role profiles, interview processes, and performance expectations.
  • Contribute new playbooks and content to the Turn/River CS library so wins at one company become defaults across the portfolio.

Qualifications
  • 8+ years leading customer success organizations, with direct ownership across all core CS pillars: renewals, expansion, onboarding, support, and professional services.
  • 4+ years in B2B SaaS, with a demonstrable track record of improving gross and net revenue retention - specific numbers, before and after.
  • Proven experience executing and iterating onboarding programs, recurring guided success / adoption cycles, and retention processes end to end, not just advising on them.
  • Ability 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.
  • Demonstrated ability to influence without authority - driving change through leadership teams you don't manage.
  • Depth in the CS tooling stack sufficient to evaluate, select, and implement systems, not just operate within them.

Location
  • San Francisco, hybrid work model

Compensation
  • The 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.
  • 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.

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