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Meet Turno! Since 2016, we’ve made it our mission to simplify and automate short-term rental turnovers. Turno’s SaaS platform and mobile apps provide end-to-end proptech solutions that make STR turnovers efficient and hassle-free. With a team of 150+ teammates across eight countries, we match hosts with vetted local cleaners through our Cleaner Marketplace, featuring over 55,000 independent cleaning professionals worldwide. Join Turno and be part of a forward-thinking company that values innovation, teamwork, and exceptional customer support.

Turno Source CODE

C - Customer Obsessed

O - Outcome Focused

D - Data Driven

E - Entrusted Ownership

Are you a high-energy leader who lives and breathes Customer Success? Reporting to the VP of Customer Experience, Turno is seeking a “Customer-Obsessed” Director to drive explosive growth in Turno’s active host goals. This pivotal role demands a process-driven powerhouse who will lead our Sales/Activation and Customer Success teams in transforming signed-up hosts into thriving, long-term Turno champions. From high-scale small business hosts to enterprise key accounts, you'll orchestrate success across every segment with precision and passion.

Team Leadership & Growth

• Lead and energize a dynamic team of approximately 10 high-performers across multiple countries
• Build scalable processes that turn individual contributor success into systematic, repeatable wins
• Foster a culture of “Customer Obsession” and “Entrusted Ownership” within your team

Strategic Customer Activation & Retention

• Identify and remove barriers preventing host activation and retention, whether in systems, processes, or product flows
• Drive breakthrough initiatives that propel hosts from signup to their first successful project on Turno and into long-term active customers
• Develop and deploy high-scale engagement strategies that activate thousands of SMB hosts efficiently while maintaining personalization
• Identify areas where customers and contractors disintermediate on Turno’s Marketplace. Create processes and push for product changes to address these situations and drive monetization

Enterprise & Key Account Excellence

• Partner with Customer Success Managers to create bulletproof retention strategies for our highest-value accounts
• Personally engage with key enterprise customers to prevent churn and drive expansion
• Build relationships that transform customers into vocal advocates and case study stars

Cross-Functional Collaboration & Impact

• Collaborate intensively with Customer Support, Product, and Marketing to achieve ambitious, scalable results
• Lead Voice of Customer initiative, influencing product roadmap, marketing campaigns, and operational priorities

Data-Driven Results & Accountability

• Own, track, and report on all active host growth metrics with a “Data Driven” approach
• Know the "why" behind every result; no metric moves without understanding root causes
• Exemplify “Outcome Focused” through exceeding aggressive targets for host activation, retention, and expansion; measured by activation conversion rates, churn rate reduction, and net revenue retention



Leadership Experience

• 7+ years of customer-facing leadership experience, including 3+ years leading Customer Success, High Volume Sales, or Account Management teams
• Track record of scaling teams and processes in high-growth technology companies
• Demonstrated ability to inspire teams toward ambitious goals while maintaining operational excellence

Industry Expertise

• Experience with SaaS platforms and marketplace business models
• Bonus: Experience within the Short Term Rental and/or Hospitality industries

Data, Systems & Communication

• Proficiency with CRM (Hubspot) and/or Customer Success platforms
• Possess a “Data-Driven” mindset. Ability to dig into spreadsheets, work with data engineering teams, and use data to drive decision-making
• Exceptional communication, negotiation, and relationship management capabilities
• Process-oriented mindset with the ability to create systematic approaches to customer success

Customer-Obsession

• Genuine passion for solving customer problems and driving their success
• Relentless focus on customer experience and satisfaction metrics
• Ability to translate customer feedback into actionable business improvements

Email resume to successresume@turno.com