At a Glance
- Tasks: Drive growth for major accounts and build strong relationships with key stakeholders.
- Company: Join a leading tech company revolutionising software development with AI tools.
- Benefits: Enjoy hybrid work, generous benefits, and opportunities for professional growth.
- Other info: Thriving culture that values innovation, adaptability, and continuous learning.
- Why this job: Be at the forefront of customer success and make a real impact in a dynamic environment.
- Qualifications: 5+ years in Customer Success or Strategic Account Management with proven results.
The predicted salary is between 60000 - 80000 £ per year.
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling support workflows, building admin dashboards, and countless processes you might never have thought of. But most companies don't have the resources to properly invest in these tools, leading to a lot of old, clunky internal software, or worse, teams still stuck in manual and spreadsheet workflows.
AI has changed who gets to build software. The definition of "developer" now includes analysts, operators, and domain experts creating solutions directly—and the tools they reach for are multiplying by the week. That's both an opportunity and a challenge: as more people build with more AI tools, the risk of shipping ungoverned software into production grows just as fast.
At Retool, we're building the platform that makes all of it safe to ship. Build with any AI tool you want, then deploy into one place that connects to your real business data, enforces enterprise policies automatically, and lets teams create once and reuse everywhere with shared, trusted components. The cost of building software has collapsed. The cost of governing it hasn't—and that's the problem we solve.
Developers and domain experts have already automated over 100 million hours of work on our platform, freeing them to focus on creative problem-solving and strategic work that drives real business value. The people closest to the problem can now build the software to solve it, safely, and within enterprise guardrails.
Retool is hiring its first Strategic Customer Success Manager in EMEA to focus on growth within our largest customer accounts in the region. While this role is new at Retool, the opportunity and impact are well understood: a significant share of company growth comes from expanding existing customer relationships. This person will act as a strategic business partner within key accounts — building relationships, identifying new opportunities, and driving internal alignment to grow Retool’s presence. Success in this role means combining strong customer instincts and commercial judgment with the ability to coordinate cross-functional partners to support account expansion.
This is a high-impact, growth-oriented role at the intersection of strategy, relationship-building, and business development. You’ll partner closely with Account Executives and the account team to identify new use cases, expand Retool’s footprint, and build lasting champions inside your accounts. You’ll drive internal marketing events, surface expansion opportunities, and lead growth programs—all without owning renewals or getting pulled into technical enablement or production work.
If you thrive in ambiguity, take full ownership of outcomes, bring a genuine growth mindset, and know how to build trust with senior stakeholders—this role is for you.
WHAT YOU’LL DO:
- Own the post-sale growth journey for a portfolio of large enterprise accounts, serving as the primary strategic point of contact.
- Build and deepen executive relationships across your accounts, becoming a trusted advisor who connects Retool’s platform to real, quantified business outcomes.
- Lead whitespace analysis to identify untapped teams, use cases, and workflows within accounts, and design structured growth programs to expand Retool’s footprint.
- Collaborate on building out the CS program in EMEA with our Founding CSM in North America.
- Drive internal marketing initiatives within customer organizations—including events, roundtables, and executive briefings—to build awareness and generate internal champions.
- Identify and surface qualified expansion opportunities for Account Executives, including leads for Professional Services engagements and new product areas.
- Conduct compelling product demos and light prototyping to bring new Retool use cases to life for customer stakeholders.
- Partner closely with the Business Value team to ensure customers are realizing ongoing, measurable value from the platform.
- Provide structured field insights back to Product, Engineering, and GTM leadership to help shape roadmap and strategy.
THE SKILLSET YOU’LL BRING:
- 5+ years of experience in Customer Success, Strategic Account Management, or a growth-oriented post-sale role at a B2B SaaS company.
- Proven track record managing complex, high-value enterprise accounts with measurable expansion and adoption outcomes.
- Strong business acumen—you understand how companies operate, what executives prioritize, and how to connect technology investment to tangible ROI.
- Outstanding relationship-building and communication skills, with demonstrated ability to engage and influence at the C-suite and VP level.
- Experience with whitespace analysis and crafting structured plans to drive adoption across large, matrixed organizations.
- Comfortable running product demos and light proof-of-concept work to illustrate value (no engineering background required).
- High ownership mentality—you don’t wait for a playbook to exist; you build one and iterate.
- Thrives in ambiguity and adapts quickly as priorities shift in a fast-moving environment.
- Growth mindset: you seek out feedback, learn fast, and continuously raise the bar for yourself and your customers.
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.
Strategic Customer Success Manager in London employer: Retool
Retool is an exceptional employer that fosters a collaborative and innovative work culture, where employees are encouraged to grow and develop their skills in a dynamic environment. With a focus on meaningful projects and customer impact, team members enjoy the benefits of flexible working arrangements and opportunities for professional advancement, all while being part of a forward-thinking company located in a vibrant tech hub.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Retool. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Retool before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Retool:Your cover letter is your chance to shine! Tell us why you want to work at Retool specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Retool!
How to prepare for a job interview at Retool
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
