Strategic Customer Success Manager

Strategic Customer Success Manager

Retool is hiring its first Strategic Customer Success Manager to focus on growth within our largest customer accounts. 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 programsall 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 stakeholdersthis 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 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

Drive internal marketing initiatives within customer organizationsincluding events, roundtables, and executive briefingsto 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

The 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 acumenyou 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 mentalityyou 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