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Customer Success Manager - San Francisco

San Francisco

why we're looking for you

The mission of the Customer Success team is to ensure that our customers are achieving their desired outcomes in Retool. You make this happen by closely partnering with our users and champions. You also are experienced at building excellent working relationships with our key stakeholders.  You enjoy working in a self-starter, fast-paced environment that encourages hearing your ideas on how Retool can scale to meet our customers’ future needs.

what you'll do

You will partner with Deployed Engineers to drive the business and technical relationships with our customers. Your job is to ensure that the customer exceeds their goals in Retool.  This includes everything from onboarding and launching new use-cases to helping them overcome technical challenges. You’ll manage communications with our customers and work with them through regular business reviews and stakeholder meetings. Ultimately, we’ll look to you to ensure they are successful building apps within Retool.

who you'll work with

You’ll join our Success team and partner with Deployed Engineers and other Customer Success Managers. In addition, you’ll work cross-functionally with team members ranging from engineering, product, and design to sales and marketing.  And you’ll partner with leadership to navigate our largest expansion conversations.

You’ll be joining a broader team of Retools who are passionate about serving our customers, take pride in collaborating to build an incredibly innovative product, and enjoy spending time together. If this sounds like you, we’d love to hear from you!   

in this role, you'll:

  • Understand our customers’ goals and help achieve them in Retool
  • Own the customer journey, from end to end (onboarding, training, building, activation, … all the way to renewal)
  • Host regular customer meetings (including Quarterly Business Reviews, training sessions, office hours, etc)
  • Assist our customers as they put together their app road map
  • Identify training opportunities and perform some of the training yourself
  • Suss out the blockers or issues that prevent a customer from adopting Retool — and overcome them
  • Serve as the primary, ongoing point of contact for our users
  • Identify expansion opportunities and partner with sales counterparts to get these opportunities over the line
  • Help interview and grow the customer success team

the skillset you'll bring:

  • Experience managing and expanding a portfolio of 10+ enterprise customers concurrently totalling over $1M+ in ARR
  • 3+ years of customer success experience preferred with an emphasis on developer tools 
  • A track record of success in driving net dollar retention, expansions, renewals, and customer delight
  • Ability to think on your feet, and solve problems during calls with users and key stakeholders
  • Knowledge of SQL, Javascript, various no-SQL databases, APIs, etc. is a plus