Manager, Technical Customer Experience in London at Retool

ABOUT RETOOLNearly 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!
WHY WE'RE LOOKING FOR YOUAs we continue to grow across EMEA, we're looking for a leader to own customer growth and success through technical engagement across the customer lifecycle in the region. This person will help ensure our customers and prospects realize value quickly and effectively through high-quality implementation, technical consulting before and after the sale, technical support, and services delivery.
You'll lead a small but highly impactful team, serve as a key escalation point for customer issues, provide leadership to the team and feedback at the company level, and help adapt global processes and programs to meet the needs of the EMEA market. This role requires a balance of hands-on customer-facing leadership, operational rigor, and cross-functional partnership to drive successful outcomes for both customers and the business.
WHO YOU'LL WORK WITHThis role reports to the SVP, Global Field Services and partners closely with the EMEA Head of Sales.
You'll work closely with:

• Solutions Architects and a Strategic Customer Success Manager on your direct team
• Sales and Sales Engineering teams to drive customer engagement, retention, and growth
• Sales, Support and Support leadership to manage escalations and ensure a seamless customer experience
• Product and Engineering teams to advocate for customer needs and provide feedback from the field
• Global Field Services leadership to drive alignment on strategy, processes, and delivery excellence

WHAT YOU'LL DO

• Lead, coach, and develop a team of customer-facing technical professionals across EMEA, with direct reporting for Services, Customer Success teams, and indirect / dotted line responsibilities for Sales Engineering and Support Engineering teams in EMEA
• Drive analytics and actions across the EMEA team on customer retention and growth, including a churn forecast and amelioration action plan, producing both tactical and strategic insights and actions
• Own the successful scoping, planning, and delivery of Professional Services engagements throughout the region
• Ensure Statements of Work (SOWs) are appropriately scoped, resourced, and executed against customer expectations
• Partner with Sales and lead the Sales Engineering team during the pre-sales process to align on business value, implementation strategy, services requirements, and customer commitments
• Act as the primary escalation point for complex customer challenges issues in EMEA
• Drive strong cross-functional collaboration between Professional Services, Sales, Sales Engineering, Support, Product, Engineering, and Customer Success
• Identify opportunities to improve regional customer outcomes throughout the customer lifecycle
• Adapt and localise global programs, processes, and operating models to support the needs of EMEA customers
• Provide visibility into regional customer health, risks, and trends to executive stakeholders
• Lead capacity planning, hiring, and organizational scaling efforts as the team grows

THE SKILLSET YOU'LL BRING

• 7+ years of experience in Professional Services, Solutions Architecture, Technical Consulting, Technical Support, Customer Success, and/or similar customer-facing technical roles
• 3+ years of people management experience, including responsibility for team performance, development, and delivery outcomes
• Experience owning and managing Statements of Work (SOWs), implementation projects, and customer delivery programs
• Strong understanding of enterprise software implementations and services delivery best practices
• Proven ability to navigate complex customer situations and effectively manage escalations
• Experience partnering closely with Sales organizations throughout the customer lifecycle
• Strong cross-functional leadership skills and the ability to influence without direct authority
• Excellent communication, stakeholder management, and executive presence
• Experience working across multiple countries and cultures within EMEA
• A bias toward action, operational excellence, and continuous improvement

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.