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Success Strategy & Operations Manager - New York

Team
Success
Location
New York
Commitment
Full-time

Why we're looking for you

Retool’s GTM organizations are growing in size and complexity in order to support extremely ambitious growth in the coming months and years. We’re looking for a Success Strategy & Operations Manager to join the Strategy and Operations team. Our team is responsible for accelerating Retool’s revenue growth by building the ultimate GTM machine. We help the sales and success teams track and deliver against operating goals, design and implement key cross-functional initiatives, perform root cause analysis to diagnose challenges, and build / maintain the core GTM systems these teams use to collaborate and succeed every day. 

What you'll do

We’ll look to you to bring your experience preparing analysis on forecasting, growth / churn strategy, demand generation, and process improvement to continue to build on top of the foundation we’ve laid. You’ll work cross-functionally as well as deep within all GTM teams to capacity plan, build the systems to help our teams move faster, and help Retool leadership understand what’s working and what’s not. 

You’ll provide the operational backbone for the customer success team to make sure they have the right information at hand and the right processes in place. But you’ll also dive in with cross-functional stakeholders to determine what’s not working and what to do next. 

Who you'll work with

You’ll partner closely with the head of success and cross-functionally with other GTM leaders and individual contributors alike. 

You’ll be joining a broader team of Retools who are passionate about serving our customers, enjoy collaborating to build an incredibly innovative product, and partake in some occasional-but-well-intentioned sarcasm. If this sounds like you, we’d love to hear from you! 

what you'll do:

  • Provide operational “run the business” support for customer success and other GTM leadership
  • Track ongoing delivery against team and individual contributor goals
  • Attend weekly check-ins for all teams to understand action plans and progress
  • Lead deep-dive root cause analysis in partnership with cross-functional teams like the Sales, Finance, Marketing, and Growth teams on specific, high-priority business challenges
  • Develop and improve weekly business-critical reporting
  • Lead highly analytical initiatives such as developing a customer health score, forecasting customer expansion, and more
  • Work directly with customer success leadership and reps to address day-to-day issues and improve their experience with core GTM systems like Salesforce
  • Other support including setting retention targets, account planning, compensation administration, troubleshooting, conflict resolution against RoE, etc.

the skill set you'll bring:

  • 4-6 years of experience preferred in SaaS strategy & operations roles with a focus on customer success and other post-sales GTM functional areas
  • Aptitude for using data to drive better decision making, including the use of SQL
  • Exceptional problem solving and analytical skills; demonstrated ability to structure complex problems, navigate challenging data sets, develop solutions, and craft high-quality narrative and executive-level presentations
  • Ownership mindset with strong attention to detail
  • Excellent written and verbal communication skills
  • Highly collaborative style with strong influence skills