# Strategic Customer Success Manager

**Company:** [Retool](https://hotfix.jobs/companies/retool)
**Location:** San Francisco, CA
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, strategic account management, whitespace analysis, Product Demos, enterprise account management, business acumen, c-suite communication, ROI Analysis, B2B SaaS
**Posted:** 2026-07-21

> Own post-sale growth for large enterprise accounts as the primary strategic contact. Build executive relationships, perform whitespace analysis, drive internal marketing and expansion opportunities, and deliver business value without owning renewals.

## Job Description

## 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

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