Sr. Manager, Customer Success Strategy & Operations

Retool • New York, NY

2d

About The Position

Our post-sale organization is evolving quickly, and we need someone who can
bring structure, clarity, and direction—not just reporting. This role is about
defining what great looks like across Technical Customer Experience (TCX) and
Customer Success, identifying where we’re falling short, and helping leadership
make better, faster decisions.
This is a high-impact, high-visibility role that sits at the center of how we
scale customer outcomes. You’ll help move the organization from reactive to
proactive—shaping strategy, not just measuring it. You’ll also leverage modern
analytics, automation, and emerging AI capabilities to accelerate insights and
improve how we operate—but this is not a systems or reporting role. We’re
looking for someone who can interpret the data, challenge assumptions, and
influence direction.

You’ll partner closely with Technical Customer Experience and Customer Success
leadership, acting as a strategic advisor on performance, priorities, and
planning.

You’ll also collaborate cross-functionally with RevOps, Finance, and Product to
ensure alignment between customer strategy, business goals, and operational
execution. This role offers meaningful exposure to executive-level
decision-making and requires someone comfortable engaging at that level.

Requirements

• Strong analytical and strategic thinking skills—you don’t just report on data, you form a point of view and push for action
• Experience supporting Customer Success, Technical Customer Experience, or post-sale functions in a high-growth environment
• Proven ability to influence senior stakeholders and challenge thinking when needed—you’re a partner, not an order-taker
• Comfort operating in ambiguity and helping define structure where it doesn’t yet exist
• Ability to connect the dots across data, customer behavior, and business outcomes
• Familiarity with modern data tools, automation, and AI-enabled workflows—you know how to use them to move faster, not just build more
• Low tolerance for busywork—you prioritize high-impact problems and focus on what actually moves the business

Responsibilities

• Define and evolve key metrics across customer health, engagement, retention, and expansion—and ensure they actually drive behavior
• Deliver clear, opinionated insights and recommendations that inform strategy and planning (not just surface data)
• Conduct deep-dive analyses to uncover trends, risks, and opportunities across the customer lifecycle
• Partner with leadership to design and refine segmentation, coverage models, and engagement strategies
• Identify gaps in how we operate across TCX and Customer Success, and drive alignment on how to improve
• Leverage automation and AI-driven insights to accelerate analysis, improve forecasting, and surface recommendations faster
• Collaborate with RevOps and Systems teams to ensure tools support strategic goals—without owning system administration or execution

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees