Strategic Customer Success Manager

About Retool

Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows. At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly.

Responsibilities

• Own the post-sale growth journey for a portfolio of large enterprise accounts, serving as the primary strategic point of contact
• Build and deepen executive relationships across your accounts, becoming a trusted advisor who connects Retool’s platform to real, quantified business outcomes
• Lead whitespace analysis to identify untapped teams, use cases, and workflows within accounts, and design structured growth programs to expand Retool’s footprint
• Drive internal marketing initiatives within customer organizations—including events, roundtables, and executive briefings—to build awareness and generate internal champions
• Identify and surface qualified expansion opportunities for Account Executives, including leads for Professional Services engagements and new product areas
• Conduct compelling product demos and light prototyping to bring new Retool use cases to life for customer stakeholders
• Provide structured field insights back to Product, Engineering, and GTM leadership to help shape roadmap and strategy

Requirements

5+ years of experience in Customer Success, Strategic Account Management, or a growth-oriented post-sale role at a B2B SaaS company

Proven track record managing complex, high-value enterprise accounts with measurable expansion and adoption outcomes

Strong business acumen—you understand how companies operate, what executives prioritize, and how to connect technology investment to tangible ROI

Outstanding relationship-building and communication skills, with demonstrated ability to engage and influence at the C-suite and VP level

Experience with whitespace analysis and crafting structured plans to drive adoption across large, matrixed organizations

Comfortable running product demos and light proof-of-concept work to illustrate value (no engineering background required)

High ownership mentality—you don’t wait for a playbook to exist; you build one and iterate

Thrives in ambiguity and adapts quickly as priorities shift in a fast-moving environment

Growth mindset: you seek out feedback, learn fast, and continuously raise the bar for yourself and your customers

Qualifications

The base pay range for this role is $224,000 – $287,400 per year.

Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k).

Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.