About the Role

Retool is seeking its inaugural Strategic Customer Success Manager to spearhead growth within its largest customer accounts. This is a high-impact, growth-oriented role focused on expanding existing customer relationships. You will serve as a strategic business partner, building relationships, identifying new opportunities, and driving internal alignment to grow Retool's presence. Success requires a blend of strong customer instincts, commercial judgment, and the ability to coordinate cross-functional teams.

What You'll Do

• Own the post-sale growth journey for a portfolio of large enterprise accounts, acting as the primary strategic point of contact.
• Cultivate and deepen executive relationships, becoming a trusted advisor who links Retool's platform to quantifiable business outcomes.
• Conduct whitespace analysis to uncover untapped teams, use cases, and workflows within accounts, and design structured growth programs.
• Lead internal marketing initiatives within customer organizations (events, roundtables, executive briefings) to build awareness and champions.
• Identify and surface qualified expansion opportunities for Account Executives, including leads for Professional Services and new product areas.
• Deliver compelling product demos and light prototyping to illustrate new use cases.
• Collaborate with the Business Value team to ensure customers achieve ongoing, measurable value.
• Provide structured field insights to Product, Engineering, and GTM leadership to inform roadmap and strategy.

The Skillset You'll Bring

• 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, understanding how companies operate, executive priorities, and connecting technology investment to 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 for large, matrixed organizations.
• Comfortable running product demos and light proof-of-concept work to illustrate value (no engineering background required).
• High ownership mentality; proactive in building and iterating on playbooks.
• Ability to thrive in ambiguity and adapt quickly to shifting priorities in a fast-moving environment.
• Growth mindset: actively seeks feedback, learns rapidly, and continuously raises the bar.