Technical Customer Experience Lead, EMEA

Retool is seeking a Technical Customer Experience Lead, EMEA to lead and grow its Technical Customer Experience organization. The ideal candidate will have experience in managing pre- and post-sales teams at high-growth SaaS companies.

The Technical Customer Experience Lead will collaborate to guide customers to Value Realization. They will manage, coach, and mentor a team, drive customer engagement programs, and partner with various teams. Retool is looking for someone passionate about serving customers and building a winning culture.

Role involves:

• Leading the EMEA Technical Customer Experience organization.
• Overseeing the strategy and planning for the customer lifecycle.
• Building the operating model and playbook for Customer Success programs.
• Managing, coaching, and mentoring a team of professionals.
• Working with Sales and Marketing on customer advocacy programs.
• Partnering with engineering, product, and technical support teams.
• Prioritizing customer feedback for the Product Management team.
• Driving executive customer engagement programs.

Requirements:

• 7+ years of experience growing customer-facing teams.
• 3-4 years in a senior-level leadership position.
• Experience overseeing organizations growing from $20M to $100M+ ARR.
• Experience working with large multinational companies.
• Proven experience building a technical pre- and post-sales organization.
• Experience serving High-Cost, Low-Cost, and No-Cost customer segments.
• Experience managing NPS and Net Retention (NDR).
• Excellent people management skills.
• Executive-level communication and interpersonal skills.
• Entrepreneurial mindset.
• Bachelor’s degree or equivalent required.
• Ability to work in a hybrid capacity from our London office 3 days a week.

Retool offers:

• Generous benefits to all employees
• Hybrid work location