Strategic Customer Success Manager

Retool • New York, NY

10h

About The Position

Retool is hiring its first Strategic Customer Success Manager to focus on growth within its largest customer accounts. This role is new at Retool, but the opportunity and impact are well understood, as 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.

Requirements

• 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 acumen—you 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 mentality—you 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

Responsibilities

• 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 organizations—including events, roundtables, and executive briefings—to 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed