[Hiring] Scaled Customer Success Manager @Retool

Role Description

Retool supports hundreds of committed customers, and the way we engage them at scale has to be as intentional and well-targeted as any 1:1 relationship. We are building a scaled customer engagement function to do exactly that: reaching the right customers with the right message at the right moment, driven by behavioral signals and thoughtful engagement design rather than individual account coverage.

This is not a traditional account management role. You will not carry a named book of business. Instead, you will own the engagements, content, and interventions that move our entire committed customer base toward activation, adoption, and long-term success. If you get energized by spotting a pattern across hundreds of customers and designing a response that fixes it systematically, then iterating until the data proves it worked, this role is for you.

Qualifications

• Experience in a technical customer-facing role such as TAM, Customer Success, or Solutions Engineering.
• Demonstrated ownership of customer outcomes across a broad base rather than named accounts.
• Experience running 1:many engagements or enablement initiatives.
• Strong written communication skills.
• Working knowledge of how applications are built, including SQL, APIs, and front-end/back-end concepts.
• Comfort working with customer data to identify trends and inform targeting.
• A pattern-matching instinct that drives you to fix recurring friction points at scale.
• Comfort operating in a fast-moving environment where the playbook is still being written.

Requirements

• Design and execute scaled customer engagement programs, including webinars, email campaigns, and trigger-based interventions.
• Develop and maintain customer-facing content at scale: best practices, enablement materials, templates, and targeted messaging.
• Engage directly with customers (roughly one-third of your time) through research conversations, office hours, and proactive outreach.
• Track performance rigorously across your programs, including engagement metrics and downstream product behavior.
• Surface patterns and trends from your customer engagement back to Product, GTM leadership, and the broader TCX org.

Company Description