Scaled Customer Programs Engineer (Copy)

Retool • Remote, US

9d

About The Position

Retool is seeking a Scaled Customer Programs Engineer to design, build, and operate an AI-powered customer engagement system. This system will leverage product telemetry, business value data, and maturity signals to deliver personalized, data-driven outreach to all customers. The goal is to achieve the quality of 1:1 conversations at the scale of the entire customer base, driving retention and growth by surfacing expansion opportunities and delivering customized messages automatically.

Requirements

• Bachelor's degree in a quantitative/technical field (or equivalent experience) with 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) plus 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); a self-directed builder who thinks in systems, communicates clearly to non-technical stakeholders, and thrives in ambiguity

Responsibilities

• Build an AI-Powered Customer Engagement System: 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
• Create & Operationalize Customer Scoring Models: Build and iterate on predictive models (e.g., churn prediction, momentum scoring), regularly backtesting results and sharing findings with leadership
• Identify Cohorts & Surface Offers at Scale: 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
• Deliver Value Communications & Integrate the Tech Stack: 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
• Measure, Iterate & Ship Fast: 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level