Why We’re Looking For You

At Retool, we’re changing the way software is built. We’ve developed the fastest way to build internal tools, saving companies time, resources, and engineering bandwidth. We believe that the future of software development lies in being a force multiplier for developers and technical builders, helping them move considerably faster building a lot more software.  We’re looking for highly collaborative people as we build a world-class team to support this mission and we’d love for you to join us!

Retool’s Customer Success Managers ensure that our most strategic customers realize value from our products and services. We are seeking a passionate, driven leader for our enterprise CSM team as we grow our organization and evolve our customer engagement model.  You will lead your team to work proactively with customers, nurturing product adoption, uncovering growth opportunities, and defining best practices for how we support the customer lifecycle.

What You’ll Do

You will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer objectives and delivery of strategic value. Your team will play a crucial role in supporting our customers to ensure optimal platform adoption and long-term growth, tracking key success metrics/outcomes, conducting regular business reviews, and aligning on customers’ strategic vision and goals.

Who You’ll Work With

You’ll be a member of our Customer Success leadership team and partner closely with our Deployed Engineering and Sales leaders to define and execute our customer engagement strategy. In addition, you’ll work cross-functionally with a broader team of Retools who are passionate about serving our customers, take pride in collaborating to build an incredibly innovative product, and enjoy spending time together. 

In This Role, You’ll:

• Manage, develop, and drive the performance of a team of Customer Success Managers through hiring, coaching, enablement, and goal setting
• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client value, realization, retention, and growth
• Be a trusted advisor to our customers on how Retool will forever change how their software development processes
• Deliver an integrated customer experience that ensures customers realize business value from our products and services
• Help the business achieve overall revenue targets by partnering with Marketing, Sales, Engineering, Product, Revenue Operations, and other departments to drive customer retention and expansion 
• Be an influential voice, guiding the strategic direction of the wider Customer Success team
• Be an escalation point for your team as they encounter challenges and opportunities with our customers
• Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed
• Partner closely with cross-functional resources to achieve organization and company-wide OKRs
• Embody Retool values and serve as a role model for team members

The Skills You’ll Bring:

• 5+ years of experience managing CSM teams 
• 10+ years of relevant experience in a customer-facing role for example, Customer Success, Consulting, or Account Management
• History of driving positive customer experiences and outcomes at enterprise software start-up companies
• High level of intellectual curiosity
• Exceptional written and verbal communication skills 
• Ability to take on open-ended problems in unstructured environments
• Ability to think on your feet and solve problems during calls with customers