As a Scaled Customer Success Manager, you will design engagement programs, develop content, interact with customers, and analyze performance to enhance customer adoption and success.
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. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.
Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.
Let's build the future together!
WHY WE'RE LOOKING FOR YOU:
Retool supports hundreds of committed customers, and the way we engage them at scale has to be as intentional and well-targeted as any 1:1 relationship. We are building a scaled customer engagement function to do exactly that: reaching the right customers with the right message at the right moment, driven by behavioral signals and thoughtful engagement design rather than individual account coverage.
This is not a traditional account management role. You will not carry a named book of business. Instead, you will own the engagements, content, and interventions that move our entire committed customer base toward activation, adoption, and long-term success. If you get energized by spotting a pattern across hundreds of customers and designing a response that fixes it systematically, then iterating until the data proves it worked, this role is for you.
WHAT YOU'LL DO:
- Design and execute scaled customer engagement programs, including webinars, email campaigns, and trigger-based interventions targeted to specific customer cohorts based on usage patterns and lifecycle signals surfaced by our GTM systems team.
- Develop and maintain customer-facing content at scale: best practices, enablement materials, templates, and targeted messaging that helps customers get more out of Retool without requiring a 1:1 touchpoint.
- Engage directly with customers (roughly one-third of your time) through research conversations, office hours, and proactive outreach, using those interactions to gather qualitative signal that sharpens your work.
- Track performance rigorously across your programs, including engagement metrics and downstream product behavior, and bring a clear point of view on what is working and what to change.
- Surface patterns and trends from your customer engagement back to Product, GTM leadership, and the broader TCX org to influence roadmap and go-to-market priorities.
WHO YOU'LL WORK WITH:
You will partner closely with GTM Programs leadership, the GTM Engineering/Systems team, AEs, Account Managers, and cross-functional partners across Product and GTM. This function is evolving rapidly, and you will have an active role in shaping how it operates.
THE SKILLSET YOU'LL BRING:
- Experience in a technical customer-facing role such as TAM, Customer Success, or Solutions Engineering, with demonstrated ownership of customer outcomes across a broad base rather than named accounts.
- Experience running 1:many engagements or enablement initiatives, with the discipline to measure whether they moved the needle.
- Strong written communication skills. Your content has to land without you in the room.
- Working knowledge of how applications are built, including SQL, APIs, and front-end/back-end concepts, enough to lead technical conversations in office hours, interpret product usage signals, and engage credibly with EPD and customers.
- Comfort working with customer data to identify trends and inform targeting.
- A pattern-matching instinct that drives you to fix recurring friction points at scale rather than address them one conversation at a time.
- Comfort operating in a fast-moving environment where the playbook is still being written.
For candidates based in the United States, the pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate’s experience and qualifications, and location.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. 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.
The base pay range for this role is $158,400 – $237,840 per year.
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.
Top Skills
APIs
SQL
Retool New York, New York, USA Office
Retool NYC is in the heart of the Flatiron District, with tons of shopping and dining nearby. The 23rd Street station is just a short walk away. We have limited bike storage and 24/7 security.
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