Scaled Customer Programs Engineer (Copy)

Retool•San Francisco, CA

8d•Hybrid

About The Position

Retool is experiencing immense growth and needs to build intelligent systems for scaled customer engagement. This role involves designing, building, and operating an AI-powered customer engagement system. This system will use product telemetry, business value data, and maturity signals to deliver customized messages, identify expansion opportunities, and drive retention and growth across all accounts automatically. The goal is to achieve the quality of a 1:1 conversation at the scale of the entire customer base.

Requirements

Bachelor's degree in a quantitative/technical field (or equivalent experience).
3-5 years in GTM engineering, marketing ops, or similar functions building data-driven customer engagement systems in B2B SaaS.
Proficiency with AI-assisted development (prompt engineering, code generation, LLM-based automation).
Working knowledge of Python, SQL, and JavaScript; comfortable evaluating, iterating on, and building models from scratch.
Hands-on experience with CRM (Salesforce), marketing automation (Marketo, Iterable, Outreach.io, HubSpot), and product analytics (Amplitude, Mixpanel, Heap), including nurture sequences and dynamic content logic.
Demonstrated ability to build customer scoring models (health, propensity, momentum) and translate them into automated workflows, with familiarity in A/B testing and applied statistics.
Strong grasp of SaaS metrics (NRR, expansion, churn).
Self-directed builder who thinks in systems, communicates clearly to non-technical stakeholders, and thrives in ambiguity.

Responsibilities

Design and implement an automated platform that delivers personalized, 1:1-quality engagement to every customer, generating messages based on product telemetry, usage patterns, business value, and maturity stage, in partnership with Data Engineering.
Build and iterate on predictive models (e.g., churn prediction, momentum scoring), regularly backtesting results and sharing findings with leadership.
Use data science and AI-assisted segmentation to identify customer cohorts (risk, growth, migration readiness) and build trigger-based systems that surface the right offer (upsell, services, migration assistance) at the right moment.
Build AI-driven workflows that communicate realized ROI and peer benchmarks to Economic Buyers, connecting CRM, marketing automation, product analytics, and support platforms for seamless data flow.
Track effectiveness of apps and programs, iterate based on feedback and outcomes, and use Retool's AI app generation to rapidly prototype tools as a force multiplier for the GTM Programs team.