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 the 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 be adding to and refining 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, services, especially as they relate to customers' projected long-term success and, most importantly, 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 / 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 and implemented successfully quickly.

• You have built and optimized processes around handoff from sales to CS/Services
• 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 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

• Collaborate with others on the Turn/River Operations team to define and refine Turn/River's 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. Share 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

Location and Compensation

• San Francisco, hybrid work model

Base salary range for this role is $200,000-220,000, 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 & benefits
• 401K
• Commuter benefits
• Work from home Monday & Friday
• Energetic work environment with snacks and weekly team lunches, centrally located near multiple public transit lines
• A company who enjoys having fun: holiday parties, annual company offsite, annual summer remote month