Manager, Technical Customer Experience

Overview

About Retool: Nearly every company in the world runs on custom software. Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.

Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!

Role

We’re looking for a people manager to lead a combined EMEA team of Technical Account Managers (TAMs) and a Professional Services team (Resident and Solutions Architects). This role owns team performance and customer outcomes including project delivery, adoption, and cross-functional execution across the customer journey. You’ll represent your teams internally and externally, ensure strong delivery of scoped services engagements, and partner closely with Sales, Support, Product, and regional leadership to drive customer success at scale. This role reports directly to the Global Head of Technical Account Management.

Responsibilities

• Manage, coach, and develop a team of EMEA-based TAMs and Professional Services engineers
• Set clear expectations, goals, and success metrics for team members across roles
• Drive consistent performance through regular 1:1s, feedback, coaching, and growth planning
• Build a high-trust, collaborative team culture across diverse technical disciplines
• Support hiring, onboarding, and long-term capacity planning for the region
• Own oversight of customer engagements spanning onboarding, adoption, expansion, and complex implementations
• Act as an escalation point for high-impact customer issues and delivery risks
• Ensure high-quality scoping, execution, and delivery of Professional Services packages
• Partner with TAMs and PS to maintain strong customer health, adoption, and value realization

Who You\'ll Work With

• Partner closely with Sales on services scoping, deal alignment, handoffs, and customer expectations
• Collaborate with Support to ensure clear escalation paths and a cohesive customer experience
• Work with Product and Engineering to surface customer insights, influence roadmap priorities, and advocate for customer needs
• Represent the EMEA organization in regional and global planning forums

We are a team that is passionate about serving our customers and loves collaborating with each other to build an organization and company from the ground up. To propel this company forward, we’re building a winning, fun, and high-ownership culture, and we’re looking for someone who shares that vision and can help drive that culture forward.

The Skillset You\'ll Bring

• 5+ years of experience in Technical Account Management, Professional Services, Solutions Engineering, or similar customer-facing technical roles
• Prior people management experience, including ownership of performance, growth, and delivery outcomes
• Strong understanding of enterprise customer journeys, technical scoping, and services delivery
• Proven ability to lead cross-functional work across Sales, Support, Product, and Engineering
• Clear, empathetic communicator with strong judgment in customer-facing situations
• Experience operating within packaged or consumption-based services models

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 and Mexico. To find roles that can be employed in the UK and Mexico, please refer to our careers page and review the indicated locations.

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