Manager, Technical Customer Experience

• Manage, coach, and develop a team of EMEA-based technical customer facing roles
• 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
• Drive the alignment of EMEA-specific business needs
• Represent an escalation point in high stakes customer conversations

WHAT YOU’LL OWN

• Execution across the TCX functions you oversee, including aligning priorities with territory and customer needs, reporting against execution, and driving a continuous improvement programme.
• Act as an escalation point for high-impact customer issues and delivery risks
• Ensure high-quality scoping, execution, and delivery of Professional Services packages, in conjunction with the professional services team members.
• Partner with technical customer facing roles to drive strong customer health, growth and 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 Customer Success, Professional Services, Solutions Engineering, or similar customer-facing technical roles
• 2+ years of people management experience in these functions, including ownership of performance, growth, and delivery outcomes
• Strong understanding of enterprise customer journeys, technical scoping, business value, 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. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.