What are the responsibilities and job description for the Sr. Manager, Customer Success Strategy & Operations position at Retool?
About Retool
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.
Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.
Let's build the future together!
Why We’re Looking For You
Our post-sale organization is evolving quickly, and we need someone who can bring structure, clarity, and direction—not just reporting. This role is about defining what great looks like across Technical Customer Experience (TCX) and Customer Success, identifying where we’re falling short, and helping leadership make better, faster decisions.
This is a high-impact, high-visibility role that sits at the center of how we scale customer outcomes. You’ll help move the organization from reactive to proactive—shaping strategy, not just measuring it. You’ll also leverage modern analytics, automation, and emerging AI capabilities to accelerate insights and improve how we operate—but this is not a systems or reporting role. We’re looking for someone who can interpret the data, challenge assumptions, and influence direction.
Who You’ll Work With
You’ll partner closely with Technical Customer Experience and Customer Success leadership, acting as a strategic advisor on performance, priorities, and planning.
You’ll also collaborate cross-functionally with RevOps, Finance, and Product to ensure alignment between customer strategy, business goals, and operational execution. This role offers meaningful exposure to executive-level decision-making and requires someone comfortable engaging at that level.
What You’ll Do
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
The base pay range for this role is $284,800 – $360,000 per year.
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.
Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.
Let's build the future together!
Why We’re Looking For You
Our post-sale organization is evolving quickly, and we need someone who can bring structure, clarity, and direction—not just reporting. This role is about defining what great looks like across Technical Customer Experience (TCX) and Customer Success, identifying where we’re falling short, and helping leadership make better, faster decisions.
This is a high-impact, high-visibility role that sits at the center of how we scale customer outcomes. You’ll help move the organization from reactive to proactive—shaping strategy, not just measuring it. You’ll also leverage modern analytics, automation, and emerging AI capabilities to accelerate insights and improve how we operate—but this is not a systems or reporting role. We’re looking for someone who can interpret the data, challenge assumptions, and influence direction.
Who You’ll Work With
You’ll partner closely with Technical Customer Experience and Customer Success leadership, acting as a strategic advisor on performance, priorities, and planning.
You’ll also collaborate cross-functionally with RevOps, Finance, and Product to ensure alignment between customer strategy, business goals, and operational execution. This role offers meaningful exposure to executive-level decision-making and requires someone comfortable engaging at that level.
What You’ll Do
- Define and evolve key metrics across customer health, engagement, retention, and expansion—and ensure they actually drive behavior
- Deliver clear, opinionated insights and recommendations that inform strategy and planning (not just surface data)
- Conduct deep-dive analyses to uncover trends, risks, and opportunities across the customer lifecycle
- Partner with leadership to design and refine segmentation, coverage models, and engagement strategies
- Identify gaps in how we operate across TCX and Customer Success, and drive alignment on how to improve
- Leverage automation and AI-driven insights to accelerate analysis, improve forecasting, and surface recommendations faster
- Collaborate with RevOps and Systems teams to ensure tools support strategic goals—without owning system administration or execution
- Strong analytical and strategic thinking skills—you don’t just report on data, you form a point of view and push for action
- Experience supporting Customer Success, Technical Customer Experience, or post-sale functions in a high-growth environment
- Proven ability to influence senior stakeholders and challenge thinking when needed—you’re a partner, not an order-taker
- Comfort operating in ambiguity and helping define structure where it doesn’t yet exist
- Ability to connect the dots across data, customer behavior, and business outcomes
- Familiarity with modern data tools, automation, and AI-enabled workflows—you know how to use them to move faster, not just build more
- Low tolerance for busywork—you prioritize high-impact problems and focus on what actually moves the business
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
The base pay range for this role is $284,800 – $360,000 per year.
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.
Salary : $284,800 - $360,000