Manager, Technical Customer Experience London, United Kingdom

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.

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

• Own oversight of customer engagements spanning onboarding, adoption, expansion, and complex implementations, including proactive analysis of the EMEA customer base
• 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 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
• Prior people management experience, 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.