Scaled Customer Success Manager (Internal TAM)

WHY WE'RE LOOKING FOR YOU : Retool supports hundreds of committed customers, and the way we engage them at scale has to be as intentional and well-targeted as any 1:1 relationship. We are building a scaled customer engagement function to do exactly that: reaching the right customers with the right message at the right moment, driven by behavioral signals and thoughtful engagement design rather than individual account coverage. This is not a traditional account management role. You will not carry a named book of business. Instead, you will own the engagements, content, and interventions that move our entire committed customer base toward activation, adoption, and long-term success. If you get energized by spotting a pattern across hundreds of customers and designing a response that fixes it systematically, then iterating until the data proves it worked, this role is for you. WHAT YOU'LL DO: Design and execute scaled customer engagement programs, including webinars, email campaigns, and trigger-based interventions targeted to specific customer cohorts based on usage patterns and lifecycle signals surfaced by our GTM systems team. Develop and maintain customer-facing content at scale: best practices, enablement materials, templates, and targeted messaging that helps customers get more out of Retool without requiring a 1:1 touchpoint. Engage directly with customers (roughly one-third of your time) through research conversations, office hours, and proactive outreach, using those interactions to gather qualitative signal that sharpens your work. Track performance rigorously across your programs, including engagement metrics and downstream product behavior, and bring a clear point of view on what is working and what to change. Surface patterns and trends from your customer engagement back to Product, GTM leadership, and the broader TCX org to influence roadmap and go-to-market priorities. WHO YOU'LL WORK WITH: You will partner closely with GTM Programs leadership, the GTM Engineering/Systems team, AEs, Account Managers, and cross-functional partners across Product and GTM. This function is evolving rapidly, and you will have an active role in shaping how it operates. THE SKILLSET YOU'LL BRING: Experience in a technical customer-facing role such as TAM, Customer Success, or Solutions Engineering, with demonstrated ownership of customer outcomes across a broad base rather than named accounts. Experience running 1:many engagements or enablement initiatives, with the discipline to measure whether they moved the needle. Strong written communication skills. Your content has to land without you in the room. Working knowledge of how applications are built, including SQL, APIs, and front-end/back-end concepts, enough to lead technical conversations in office hours, interpret product usage signals, and engage credibly with EPD and customers. Comfort working with customer data to identify trends and inform targeting. A pattern-matching instinct that drives you to fix recurring friction points at scale rather than address them one conversation at a time. Comfort operating in a fast-moving environment where the playbook is still being written.