At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive project success.
- Company: Join Retool, a forward-thinking tech company revolutionising software development.
- Benefits: Enjoy hybrid work, competitive salary, and generous perks.
- Other info: Be part of a fun, collaborative culture focused on growth.
- Why this job: Make a real impact by improving how companies use software.
- Qualifications: 5+ years in technical roles and proven people management skills.
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 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. 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. Understand their products and services, especially how they relate to customer experience. We want you to show up not just as a candidate, but as someone who genuinely cares about their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the role of Manager, Technical Customer Experience. We suggest rehearsing with a friend or in front of a mirror to boost your confidence and clarity.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in showing your enthusiasm for the position. We believe this small gesture can set you apart from other candidates and keep you fresh in their minds.
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 CV and cover letter for the Manager, Technical Customer Experience role. Highlight your relevant experience in Technical Account Management and people management, showing how you can drive customer success at scale.
Showcase Your Communication Skills:Since this role involves a lot of collaboration, emphasise your clear and empathetic communication style. Share examples of how you've successfully navigated customer-facing situations and led cross-functional teams.
Demonstrate Your Passion for Customer Success:We want to see your enthusiasm for serving customers! Include specific instances where you've improved customer outcomes or enhanced their journey, showcasing your commitment to delivering high-quality services.
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 you into the process smoothly. We can’t wait to hear from you!
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. This will demonstrate your ability to lead and inspire others.
✨Emphasise Collaboration
Highlight your experience working cross-functionally with teams like Sales, Support, and Product. Be ready to discuss how you've successfully navigated these relationships to drive customer success. This shows that you can work well in a collaborative environment, which is key for this position.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about the company culture, team dynamics, or future projects. It shows your genuine interest in the role and helps you assess if it's the right fit for you too!
