Strategic Customer Success Manager

Strategic Customer Success Manager

Company: Retool Location: Remote (USA) Contract: Permanent Industry: Tech Seniority: Senior

Retool is seeking its first Strategic Customer Success Manager to drive growth within our largest customer accounts. This is a high-impact, growth-oriented role focused on expanding existing customer relationships, which represent a significant portion of the company's growth.

About the Role

As a Strategic Customer Success Manager, you will act as a strategic business partner within key accounts. Your primary focus will be on building relationships, identifying new opportunities, and driving internal alignment to expand Retool's presence. Success in this role requires a blend of strong customer instincts, commercial judgment, and the ability to coordinate cross-functional teams to support account expansion. You will partner closely with Account Executives and the broader account team to discover new use cases, grow Retool's footprint, and cultivate lasting champions within your accounts. This role does not involve ownership of renewals or technical enablement.

Key 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 illustrate new Retool use cases 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 Go-To-Market leadership to help shape roadmap and strategy.

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: understanding of how companies operate, executive priorities, 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; ability to build and iterate on processes.
• Ability to thrive in ambiguity and adapt quickly in a fast-moving environment.
• Growth mindset: seeking feedback, learning fast, and continuously raising the bar.