As Vice President of Customer Experience, you will lead and scale the post-sales customer journey, ensuring high performance and alignment across teams while driving customer retention and satisfaction through data-driven strategies.
ABOUT RETOOL
Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.
Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!
ABOUT THE ROLEWe’re looking for a Vice President of Customer Experience to own and scale Retool’s end-to-end post-sales customer journey. This leader will be deeply data- and process-driven, with a strong track record of building high-performing teams and operational systems that drive customer outcomes, retention, and expansion.
You will lead our Solutions Engineers, Solutions Architects, Technology Account Managers, and Support organizations, aligning them under a unified operating model with clear metrics, processes, and accountability. This role is both strategic and hands-on, ideal for a leader who thrives at the intersection of customer empathy, analytics, and execution.
- Own the end-to-end customer experience from onboarding through renewal and expansion, ensuring consistency, quality, and measurable impact.
- Build and operate a data-driven CX organization, defining KPIs across adoption, time-to-value, support performance, retention, and expansion.
- Design scalable processes and operating rhythms that support rapid growth without sacrificing customer outcomes.
- Lead and develop senior managers across Solutions Engineering, Solutions Architecture, Technology Account Management, and Support.
- Partner closely with Sales, Product, and Engineering to close feedback loops and influence roadmap priorities based on customer data.
- Standardize customer engagement models while allowing flexibility for different segments (SMB, Mid-Market, Enterprise).
- Drive tooling and systems strategy for customer experience (CRM, support platforms, analytics, customer health scoring).
- Forecast capacity and performance, ensuring teams are appropriately staffed and resourced as the business scales.
- Represent the voice of the customer at the executive level, grounding decisions in both qualitative insights and quantitative analysis.
- 12+ years of experience in customer experience, customer success, professional services, or post-sales leadership roles, ideally in B2B SaaS.
- Proven experience leading multi-function post-sales organizations at scale.
- Strong analytical mindset with a history of building dashboards, metrics, and operating cadences that drive results.
- Deep understanding of process design, systems, and change management.
- Experience working closely with enterprise customers and complex technical products.
- Ability to balance customer advocacy with business outcomes.
- Exceptional people leader with a track record of attracting, developing, and retaining top talent.
- Clear, confident communicator who can operate effectively at the executive level.
Nice to Have
- Experience with developer-focused or low-code / internal tools platforms.
- Background in Solutions Engineering or technical services.
- Experience scaling CX functions through periods of rapid growth.
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 $450,000 – $525,000 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 and Mexico. To find roles that can be employed in the UK and Mexico, please refer to our careers page and review the indicated locations.
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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