Strategic Customer Success Manager

What You'll Do

• 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
• Collaborate on building out the CS program in EMEA with our Founding CSM in North America
• 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
• Partner closely with the Business Value team to ensure customers are realizing ongoing, measurable value from the platform
• Provide structured field insights back to Product, Engineering, and GTM leadership to help shape roadmap and strategy

Skillset You'll Bring

• 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