At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive project success.
- Company: Join Retool, a pioneering tech company transforming software development with AI.
- Benefits: Enjoy hybrid work, competitive pay, and generous perks.
- Other info: Be part of a fun, collaborative culture focused on growth and success.
- Why this job: Make a real impact by empowering teams to build innovative solutions.
- Qualifications: 5+ years in customer-facing roles and 2+ years in people management.
The predicted salary is between 60000 - 80000 £ per year.
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!
We’re looking for a people manager to lead a combined EMEA team of Technical Customer Experience Roles that may include Solution Engineers, Customer Success, Professional Services roles, and GTM Operations. This role owns team performance and customer outcomes including project delivery, adoption, renewals and expansion, 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 Director, Sales Engineering.
WHAT YOU'LL DO
- 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.
Manager, Technical Customer Experience employer: Retool, Inc.
Retool is an exceptional employer that fosters a collaborative and high-ownership culture, making it an ideal place for professionals looking to make a meaningful impact in the tech industry. With generous benefits and a hybrid work model, employees are empowered to grow through coaching and development opportunities while working alongside passionate teams dedicated to customer success. Located in the UK, Retool offers a unique chance to be part of a pioneering company at the forefront of transforming how businesses build software.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their mission—especially around customer success and technical roles.
✨Tip Number 3
Practice your pitch! Be ready to explain how you can drive customer outcomes and team performance. Highlight your management style and how you build collaborative cultures.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Manager, Technical Customer Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application for the Manager, Technical Customer Experience role. Highlight your relevant experience in customer success and people management, and show us how you can drive team performance and customer outcomes.
Showcase Your Communication Skills:As a clear and empathetic communicator, it's essential to demonstrate this in your written application. Use concise language and provide examples of how you've effectively communicated with customers and cross-functional teams in the past.
Highlight Your Leadership Experience:We want to see your people management skills shine! Share specific instances where you've coached and developed team members, set clear expectations, and built a collaborative team culture. This will help us understand your leadership style.
Apply Through Our Website:Don't forget to submit your application through our careers page! This ensures that we receive all the necessary information and helps us keep track of your application. We can't wait to hear from you!
How to prepare for a job interview at Retool, Inc.
✨Know the Company Inside Out
Before your interview, make sure you understand Retool's mission and how it fits into the broader tech landscape. Familiarise yourself with their AppGen platform and how it transforms software development. This knowledge will help you connect your experience to their needs.
✨Showcase Your Leadership Skills
As a Manager of Technical Customer Experience, you'll need to demonstrate your ability to lead diverse teams. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, performance metrics, and fostering a collaborative culture.
✨Prepare for Customer Scenarios
Expect questions about handling high-stakes customer conversations. Think of specific instances where you've resolved complex issues or improved customer satisfaction. Highlight your empathetic communication style and how it has positively impacted customer relationships.
✨Align with Their Values
Retool values a fun, high-ownership culture. Be ready to discuss how you embody these values in your work. Share experiences that reflect your passion for serving customers and collaborating with teams to drive success, showing that you're a great cultural fit.
