Strategic Customer Success Manager

Retool is hiring its first Strategic Customer Success Manager in EMEA to focus on growth within our largest customer accounts in the region. While this role is new at Retool, the opportunity and impact are well understood: a significant share of company growth comes from expanding existing customer relationships. This person will act as a strategic business partner within key accounts — building relationships, identifying new opportunities, and driving internal alignment to grow Retool’s presence. Success in this role means combining strong customer instincts and commercial judgment with the ability to coordinate cross‑functional partners to support account expansion.

This is a high‑impact, growth‑oriented role at the intersection of strategy, relationship‑building, and business development. You’ll partner closely with Account Executives and the account team to identify new use cases, expand Retool’s footprint, and build lasting champions inside your accounts. You’ll drive internal marketing events, surface expansion opportunities, and lead growth programs—all without owning renewals or getting pulled into technical enablement or production work.

If you thrive in ambiguity, take full ownership of outcomes, bring a genuine growth mindset, and know how to build trust with senior stakeholders—this role is for you.

WHAT YOU’LL DO:Own the post‑sale growth journey for a portfolio of large enterprise accounts, serving as the primary strategic point of contactBuild and deepen executive relationships across your accounts, becoming a trusted advisor who connects Retool’s platform to real, quantified business outcomesLead whitespace analysis to identify untapped teams, use cases, and workflows within accounts, and design structured growth programs to expand Retool’s footprintCollaborate on building out the CS program in EMEA with our Founding CSM in North AmericaDrive internal marketing initiatives within customer organizations—including events, roundtables, and executive briefings, to build awareness and generate internal championsIdentify and surface qualified expansion opportunities for Account Executives, including leads for Professional Services engagements and new product areasConduct compelling product demos and light prototyping to bring new Retool use cases to life for customer stakeholdersPartner closely with the Business Value team to ensure customers are realizing ongoing, measurable value from the platformProvide structured field insights back to Product, Engineering, and GTM leadership to help shape roadmap and strategyTHE 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 companyProven track record managing complex, high‑value enterprise accounts with measurable expansion and adoption outcomesStrong business acumen—you understand how companies operate, what executives prioritize, and how to connect technology investment to tangible ROIOutstanding relationship‑building and communication skills, with demonstrated ability to engage and influence at the C‑suite and VP levelExperience with whitespace analysis and crafting structured plans to drive adoption across large, matrixed organizationsComfortable 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 iterateThrives in ambiguity and adapts quickly as priorities shift in a fast‑moving environmentGrowth mindset: you seek out feedback, learn fast, and continuously raise the bar for yourself and your customers