Customer Onboarding Lead

About Turn/River Capital

Turn/River Capital is a technology-focused private equity firm based in San Francisco with over $2 billion under management. We are 100% focused on B2B software, specializing in growth capital investments, founder liquidity, buyouts, spin-outs, and recapitalizations of technology, web, and SaaS companies. Our strategy combines flexible capital with data-driven marketing, sales optimization, and operational execution to help companies double or triple their growth and build significant value. We are analytically driven, curious by nature, and always looking for the next experiment to drive improvement.

About the Role

We are looking for a Customer Onboarding Lead to join our Operations team. This role has two primary responsibilities:

Define and continuously refine the system by which Turn/River portfolio companies onboard their end customers. Continuously add to and refine Turn/River's Onboarding and Implementation playbooks.

Partner with Customer Success, Support and Services Leaders at Turn/River's portfolio companies to help them meet and exceed their targets around customer onboarding, implementation, and services, especially as they relate to customers' likelihood to renew and expand.

This is a highly collaborative role within Turn/River, where you will be working closely with other Ops leads across Marketing, New Sales, and Customer Success to ensure strong cohesion. This role will also partner with the Investment team to execute due diligence on potential investments and acquisitions from the perspective of optimizing customer onboarding velocity, product usage etc.

About You

The person who is a strong fit for this role lives and breathes customer success, especially as it relates to the early part of a customer's journey. You have developed a point of view on the ideal structure & set of processes that will increase the % of customers who get onboarded quickly and implemented successfully.

• You have built and optimized processes around handoff from Sales to CS/Services/Onboarding teams
• You have designed and implemented efficient cross-team collaboration between various teams that might touch the customer during the onboarding phase, such as Customer Success, Professional Services, Support, TAMs etc.
• You have seen dozens of different ways to define "successfully onboarded" and have a strong perspective on what it should be
• You know the set of conditions that enable successful implementation and adoption of the solution a customer just bought
• 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 position an account for rapid expansion once they implement the initial product they purchased
• You know how a team should be organized to enable execution of your playbooks

Key Responsibilities

• Ultimately own customer onboarding KPIs across Turn/River portfolio
• Help build and refine critical metrics and leading indicators of success
• Collaborate with others on the Turn/River Operations team to define and refine our Onboarding playbook / set of best practices
• Partner with the Customer Success, Support, and Services leaders at Turn/River portfolio companies to provide guidance and support implementation of best practices around customer onboarding
• 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 onboarding ties well with overall revenue generation strategy and execution

Qualifications

• 5+ years in Customer Success, Professional Services, Implementation or similar areas, with 3+ years in leadership roles in high-growth environments
• Track Record of Success: Proven experience in owning improved customer onboarding outcomes, resulting in better revenue retention and higher expansion down the road
• 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

• Base salary range for this role is $220,000 - 240,000, 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.

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.