Manager – Technical Account Manager

WHY WE'RE LOOKING FOR YOU

The opportunity for Retool to succeed is massive, and the time is now. Retool solves varied problems, and the customers we work with span every vertical and hundreds of use cases. We’re looking for a leader who can build and scale a world-class, proactive technical account management team to help us accelerate our growth this year and beyond. 

WHAT YOU'LL DO

The Strategic TAM Lead will lead a team of high-performing TAMs responsible for driving customer success, adoption, and retention of customers in our strategic segment. This role is critical in fostering relationships with key accounts, enabling technical excellence, and defining Strategic playbooks and best practices across the TAM organization. The ideal candidate has experience building Strategic teams and customer journeys and is a strategic thinker with a passion for customer success, team development, and operational efficiency.  

WHO YOU'LL WORK WITH

In this role, you’ll collaborate closely with the team across Strategic Sales, Revenue Operations, and our Technical Customer Experience team (Strategic Sales Engineering, Services, and Support). You’ll also work cross-functionally with engineering, product, and marketing to represent the voices of your clients. And, of course, you’ll work closely with your team and TAM and TCX leadership. 

IN THIS ROLE, YOU WILL

• Lead, mentor, and develop a team of Strategic TAMs, fostering a culture of growth, collaboration, and innovation.
• Provide regular coaching and professional development opportunities tailored to each team member's career goals.
• Establish performance metrics and ensure the team consistently delivers on key objectives and goals.
• Oversee the management of strategic accounts, ensuring TAMs deliver measurable value to customers
• Partner with TAMs to develop tailored account strategies that align with customer goals and address pain points proactively.
• Act as an escalation point for critical customer issues, ensuring timely resolution and alignment with internal teams.
• Collaborate cross-functionally to drive Strategic pre- and post-sales alignment on account priorities and deliver exceptional customer experiences.
• Provide feedback from customers to influence product roadmap and service enhancements.
• Partner with Revenue Operations to develop reporting and analytics that provide visibility into account risk, health, and predictable retention forecasts. 
• Define and implement scalable processes, tools, and frameworks to optimize the TAM team’s workflows and ensure consistent delivery of value to customers.
• Develop and monitor key performance indicators (KPIs) to measure team success and customer outcomes.
• Drive initiatives to improve customer retention, reduce churn, and identify upsell opportunities.
• Serve as an advocate for customers within the organization, ensuring their needs and goals are prioritized in decision-making.
• Build executive-level relationships with key customers to foster trust, ensure satisfaction, and identify growth opportunities.
• Travel is a requirement. 

THE SKILLSET YOU'LL BRING

• 6+ years of experience in Customer Success, Account Management, Technical Account Management, Solutions Architecture, or related fields, with 3+ years in a leadership role managing technical account managers or similar functions.
• Experience working with enterprise-level and strategic customers in a consulting or technical thought leader capacity.
• Proven track record of driving customer success and outcomes measured by adoption, retention, and expansion within a SaaS or technology organization.
• Strong leadership and people management skills, with the ability to inspire and motivate a team through change and ambiguity. 
• Excellent communication and interpersonal skills, capable of building relationships at all levels; comfortable with public speaking.  
• Strategic thinker with a results-driven approach and strong problem-solving abilities.
• Proficient in data analysis and reporting to monitor account health and team performance.
• Technical aptitude and understanding of enterprise software development, APIs, and integrations with proven ability to lead technical discussions with key customer personas (prior experience as a TAM or similar technical role is a plus).
• Bachelor's degree in Business, Computer Science, or a related field (or equivalent experience).