Strategic Customer Success Manager

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 12 Jun 2026
Apply before: 12 Jul 2026
Experience level: Midweight
Views / Applies: 122 / 43

Build custom internal tools, fast.

AI Summary

Retool is hiring its first Strategic Customer Success Manager to drive growth within large enterprise accounts by building relationships, identifying expansion opportunities, and coordinating cross-functional teams. This role focuses on post-sale growth, requiring strong business acumen and the ability to engage C-suite stakeholders. The ideal candidate will have 5+ years of experience in customer success or strategic account management at a B2B SaaS company. They must thrive in ambiguity, take full ownership, and demonstrate a growth mindset. The role involves leading whitespace analysis, driving internal marketing events, and providing field insights to product and leadership.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role demands senior-level experience (5+ years) and the ability to manage complex enterprise accounts strategically, but it does not require deep technical expertise, making it a 4 out of 5.

Salary Analysis

AI Insight No salary information was provided, but based on US market data for a Strategic Customer Success Manager in SaaS, the median salary is estimated around $125,000. This role's compensation is likely competitive given its seniority and impact.

Key Skills

Customer Success Strategic Account Management Enterprise Sales Cross-functional Collaboration Executive Relationship Building Growth Strategy Business Development Product Demos Whitespace Analysis SaaS

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Strategic Customer Success Manager role at Retool. With over 6 years of experience in customer success and strategic account management at high-growth B2B SaaS companies, I have a proven track record of driving expansion within large enterprise accounts. I excel at building executive relationships, identifying whitespace opportunities, and leading cross-functional initiatives that deliver measurable business outcomes.

In my previous role at [Company], I managed a portfolio of $5M+ accounts and achieved 150% net retention by designing structured growth programs and partnering with sales and product teams. I am particularly drawn to Retool's mission of empowering developers and the opportunity to be the first hire in this strategic capacity. I thrive in ambiguous, fast-paced environments and am eager to bring my ownership mentality and commercial instincts to your team.

Thank you for considering my application. I look forward to the possibility of discussing how I can contribute to Retool's growth.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe a time when you identified a whitespace opportunity within a large enterprise account and successfully drove expansion?

In my previous role, I managed a major financial services client. Through regular check-ins with different departments, I discovered that their engineering team had a manual approval process that could be automated. I worked with the account team to create a proof-of-concept, demonstrated value, and closed a $200K expansion deal for a new product module.

How do you approach building relationships with C-suite executives in large accounts?

I start by understanding their strategic priorities and business challenges. I schedule quarterly business reviews focused on ROI and outcomes, and I come prepared with data-driven insights. I also leverage internal champions to facilitate introductions and ensure I am seen as a trusted advisor rather than just a vendor.

Tell me about a time you had to coordinate cross-functional teams to achieve a customer goal.

For a key account, we identified a need for custom integrations. I organized a working group with product, engineering, and support teams. We set clear milestones, communicated progress to the customer weekly, and launched the integration on time, which led to a 30% increase in user adoption.

How do you handle ambiguity when there is no established playbook for a situation?

I embrace ambiguity by first gathering data and inputs from stakeholders. I then prioritize actions based on impact and iteratively develop a plan. For example, when starting a new account segment, I conducted discovery calls, analyzed usage data, and created a tailored onboarding process that I refined over time.

How do you measure the success of your customer growth initiatives?

I track metrics like net revenue retention, expansion revenue, time-to-value, and executive engagement scores. I also conduct regular health checks and NPS surveys. Ultimately, success is when the customer sees tangible business outcomes and becomes a reference account.

Retool is hiring its first Strategic Customer Success Manager to focus on growth within our largest customer accounts. 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• 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

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