Scaled Customer Success Manager (Internal TAM)
Retool
1 day ago
Full-time
Remote
Worldwide
Customer Success Manager
WHY WE'RE LOOKING FOR YOU:
Retool supports hundreds of committed customers, and the way we engage them at scale has to be as intentional and well-targeted as any 1:1 relationship. We are building a scaled customer engagement function to do exactly that: reaching the right customers with the right message at the right moment, driven by behavioral signals and thoughtful engagement design rather than individual account coverage.
This is not a traditional account management role. You will not carry a named book of business. Instead, you will own the engagements, content, and interventions that move our entire committed customer base toward activation, adoption, and long-term success. If you get energized by spotting a pattern across hundreds of customers and designing a response that fixes it systematically, then iterating until the data proves it worked, this role is for you.
WHAT YOU'LL DO:
- Design and execute scaled customer engagement programs, including webinars, email campaigns, and trigger-based interventions targeted to specific customer cohorts based on usage patterns and lifecycle signals surfaced by our GTM systems team.
- Develop and maintain customer-facing content at scale: best practices, enablement materials, templates, and targeted messaging that helps customers get more out of Retool without requiring a 1:1 touchpoint.
- Engage directly with customers (roughly one-third of your time) through research conversations, office hours, and proactive outreach, using those interactions to gather qualitative signal that sharpens your work.
- Track performance rigorously across your programs, including engagement metrics and downstream product behavior, and bring a clear point of view on what is working and what to change.
- Surface patterns and trends from your customer engagement back to Product, GTM leadership, and the broader TCX org to influence roadmap and go-to-market priorities.
WHO YOU'LL WORK WITH:
You will partner closely with GTM Programs leadership, the GTM Engineering/Systems team, AEs, Account Managers, and cross-functional partners across Product and GTM. This function is evolving rapidly, and you will have an active role in shaping how it operates.
THE SKILLSET YOU'LL BRING:
- Experience in a technical customer-facing role such as TAM, Customer Success, or Solutions Engineering, with demonstrated ownership of customer outcomes across a broad base rather than named accounts.
- Experience running 1:many engagements or enablement initiatives, with the discipline to measure whether they moved the needle.
- Strong written communication skills. Your content has to land without you in the room.
- Working knowledge of how applications are built, including SQL, APIs, and front-end/back-end concepts, enough to lead technical conversations in office hours, interpret product usage signals, and engage credibly with EPD and customers.
- Comfort working with customer data to identify trends and inform targeting.
- A pattern-matching instinct that drives you to fix recurring friction points at scale rather than address them one conversation at a time.
- Comfort operating in a fast-moving environment where the playbook is still being written.