Vice President, Customer Experience

Retool • New York, NY

7d

About The Position

We’re looking for a Vice President of Customer Experience to own and scale Retool’s end-to-end post-sales customer journey. This leader will be deeply data- and process-driven, with a strong track record of building high-performing teams and operational systems that drive customer outcomes, retention, and expansion.

You will lead our Solutions Engineers, Solutions Architects, Technology Account Managers, and Support organizations, aligning them under a unified operating model with clear metrics, processes, and accountability. This role is both strategic and hands-on, ideal for a leader who thrives at the intersection of customer empathy, analytics, and execution.

Requirements

• 12+ years of experience in customer experience, customer success, professional services, or post-sales leadership roles, ideally in B2B SaaS.
• Proven experience leading multi-function post-sales organizations at scale.
• Strong analytical mindset with a history of building dashboards, metrics, and operating cadences that drive results.
• Deep understanding of process design, systems, and change management.
• Experience working closely with enterprise customers and complex technical products.
• Ability to balance customer advocacy with business outcomes.
• Exceptional people leader with a track record of attracting, developing, and retaining top talent.
• Clear, confident communicator who can operate effectively at the executive level.

Nice To Haves

• Experience with developer-focused or low-code / internal tools platforms.
• Background in Solutions Engineering or technical services.
• Experience scaling CX functions through periods of rapid growth.

Responsibilities

• Own the end-to-end customer experience from onboarding through renewal and expansion, ensuring consistency, quality, and measurable impact.
• Build and operate a data-driven CX organization, defining KPIs across adoption, time-to-value, support performance, retention, and expansion.
• Design scalable processes and operating rhythms that support rapid growth without sacrificing customer outcomes.
• Lead and develop senior managers across Solutions Engineering, Solutions Architecture, Technology Account Management, and Support.
• Partner closely with Sales, Product, and Engineering to close feedback loops and influence roadmap priorities based on customer data.
• Standardize customer engagement models while allowing flexibility for different segments (SMB, Mid-Market, Enterprise).
• Drive tooling and systems strategy for customer experience (CRM, support platforms, analytics, customer health scoring).
• Forecast capacity and performance, ensuring teams are appropriately staffed and resourced as the business scales.
• Represent the voice of the customer at the executive level, grounding decisions in both qualitative insights and quantitative analysis.

What This Job Offers

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