At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive project success.
- Company: Join Retool, a forward-thinking tech company revolutionising internal software development.
- Benefits: Enjoy hybrid work, generous perks, and a culture of growth and collaboration.
- Other info: Be part of a fun, high-ownership culture focused on customer success.
- Why this job: Make a real impact by shaping customer journeys and leading innovative projects.
- Qualifications: 5+ years in technical roles with people management experience required.
The predicted salary is between 60000 - 80000 € per year.
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.
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.
Manager, Technical Customer Experience in London employer: Retool
At Retool, we pride ourselves on fostering a dynamic and inclusive work environment where innovation thrives. As a Manager of Technical Customer Experience, you will lead a talented EMEA team dedicated to enhancing customer success through collaboration and high-quality service delivery. With generous benefits, opportunities for professional growth, and a culture that values ownership and teamwork, Retool is an exceptional employer for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to show that we’re not just interested in the role, but also in how we can contribute to their mission. Tailor your answers to reflect their values and goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We need to be confident and articulate when discussing our experience and how it aligns with the role of Manager, Technical Customer Experience.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way. It shows our enthusiasm for the position and keeps us fresh in their minds. Plus, it’s a great opportunity to reiterate why we’re the perfect fit!
We think you need these skills to ace Manager, Technical Customer Experience in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role and our mission shine through. We want to see how excited you are about bringing good software to everyone!
Tailor Your Experience:Make sure to highlight your relevant experience in Technical Account Management or similar roles. We’re looking for specific examples that demonstrate your ability to lead teams and drive customer success.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Manager, Technical Customer Experience role.
Apply Through Our Website:Don’t forget to submit your application through our careers page! It’s the best way for us to receive your details and get the ball rolling on your journey with us.
How to prepare for a job interview at Retool
✨Know Your Stuff
Make sure you understand the ins and outs of Technical Account Management and Professional Services. Brush up on your knowledge about customer journeys, technical scoping, and how to deliver services effectively. This will help you answer questions confidently and show that you're the right fit for the role.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to discuss your previous experience in people management. Share specific examples of how you've coached and developed team members, set clear expectations, and driven performance. Highlighting your ability to build a collaborative culture will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and judgement in customer-facing situations. Think of past experiences where you successfully handled high-impact customer issues or delivery risks, and be ready to explain your thought process and outcomes.
✨Align with Their Mission
Retool is all about making good software accessible to everyone. Familiarise yourself with their mission and values, and think about how your own goals align with theirs. During the interview, express your passion for customer success and how you can contribute to their vision of building a winning, fun, and high-ownership culture.
