Back to jobs
New

EMEA Technical Customer Experience Lead

London, England, UK

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. Interested in joining us? Let us know! 

WHY WE’RE LOOKING FOR YOU

We’ve built a high-performing Technical Customer Experience organization- from Sales Engineering, Professional Services, Technical Account Management, and Support- and are looking for an experienced Regional Leader to lead this team through Retool’s next growth phase across EMEA. This new leader will augment our existing organization by challenging assumptions, mapping customer journey pathways, further developing the team, enhancing our methodology to include a balance of retention and expansion, and ensuring operational excellence to achieve measurable positive business outcomes for our customers and Retool.  This includes, but is not limited to, driving technical validation, onboarding, adoption, retention, expansion, and advocacy. The ideal candidate will have significant experience managing and maturing similar pre- and post-sales teams at high-growth SaaS companies, working across various customer types and industries.

WHAT YOU'LL DO

As the leader of the EMEA Technical Customer Experience team, and an integral part of the Technical Customer Experience leadership team, you will collaborate internally and externally to engage, measure, and guide customers to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers toward the adoption of Retool’s platform as the foundation of their networking and security infrastructure.

WHO YOU'LL WORK WITH

In this role, you’ll collaborate closely with our leadership team across Account Executives, Operations, and our global Technical Customer Experience team (Sales Engineering, Services, Support). You’ll also work cross-functionally with Recruiting, Engineering, Product, and Marketing. And, of course, you’ll be working with, and managing, the growing EMEA Technical Customer Experience team. 

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. 

IN THIS ROLE, YOU WILL:

  • Lead the EMEA Technical Customer Experience organization, driving measurable positive business outcomes, customer satisfaction, and retention and expansion across our customer base.
  • Oversee the strategy and planning for the entire customer lifecycle, mapping it to our customer journey that focuses on defining, tracking and measuring business outcomes and value.
  • Build the operating model and playbook to execute the Customer Success programs.
  • Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence in providing service to our customers across the lifecycle.
  • Manage, coach, and mentor a team of talented and ambitious professionals.
  • Hire and nurture talent into our organization that is equipped to meet the demands of our rapidly evolving business and customer base.
  • Work closely with Sales and Marketing on customer advocacy programs.
  • Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
  • Prioritize and funnel customer feedback to the Product Management team to optimize the whole service experience.
  • Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the Retool executive team.
  • Serve as part of EMEA Leadership team locally as well as with the Global Technical Customer Leadership Team

THE SKILLSET YOU'LL BRING:

  • 7+ years progressive experience growing and scaling customer-facing teams in a fast paced technically focused environment. At least 3-4 years in a senior level leadership position.
  • Experience overseeing organizations growing from $20M to more than $100M in ARR
  • Experience working in a Technical capacity with large multinational companies and someone who can speak to transformational journeys with VP- and C-level executives.
  • Proven leader and motivator with deep experience building and leading a growing technical pre- and post-sales customer-facing organization.
  • Someone who has experience serving High-Cost, Low-Cost, and No-Cost customer segments simultaneously and has seen delivery and automation.
  • Experience in organizations with a complex, strategic sale, where best practices and technology define a customer’s success.
  • Experience managing NPS and Net Retention (NDR) in a high-growth environment.
  • Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
  • Excellent people management skills; high empathy and consideration for team morale and individual career progression.
  • Passion for recruiting, building and scaling world-class teams
  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations. 
  • Proven effectiveness at leading and facilitating executive meetings and workshops
  • Demonstrated leadership abilities to lead business discussions with customers and architect the value of our solution
  • Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front”
  • Bachelor’s degree or equivalent required. Master’s degree or equivalent preferred.

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.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Retool’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.