Scaled Customer Programs Engineer

ABOUT RETOOL Nearly 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 YOU: GTM Programs is building the engine that moves our customer lifecycle motion from generalized communications to individualized business value, from technical messaging to outcome-focused engagement, and from human-monitored outreach to programs that trigger on customer telemetry and scale across the base. We're hiring a GTM Customer Programs Manager to run the operating core of that engine. This is a player-coach role. You'll lead a small, high-caliber team across scaled customer programs, GTM automation, and scale customer success management. You will personally expose the measurement layer and the high-leverage assets that let the entire GTM organization scale beyond headcount. You'll run our sprint operating model, manage the telemetry scoreboard that tells us whether our programs are working, and a portfolio of scaled assets—the Business Value Calculator, the Use Case Library, and the tools that follow them—as products with roadmaps and adoption metrics, not static collateral. You'll sit at the intersection of Success, Sales, RevOps, and Product. The work doesn't ship without cross-functional partnership, so influence matters more than authority. If you're an operator-analyst who's run programs on a cadence, can turn product-usage data into account-level action, and wants to coach a team while still building things yourself, this role is for you. WHAT YOU’LL DO: Run our sprint operating model: one sprint in execution, one in design. You will facilitate sprint planning, post-mortems, and the play lifecycle so every program either graduates to an evergreen automated motion or is retired with a documented learning Manage team activities using the telemetry scoreboard that measures program impact against our team goal, translating product-usage signal into account targeting and trigger logic, and maturing our metrics from play quality and engine contribution toward cohort lift and revenue impact Manage a portfolio of scaled GTM assets (e.g. the Business Value Calculator, Use Case Library, Hackathon-in-a-box, as products). You will maintain a roadmap, instrument adoption, enforce version discipline, and run a clear intake for what gets built next Coordinate the cross-functional play calendar across the field, RevOps, and partner teams. You will surface overlapping programs before they collide. We coordinate; we don't gatekeep Partner with RevOps and Data Team to wire programs into delivery surfaces (e.g. workflow portals, Salesforce, Slack, Outreach) so that every program is measurable end to end Lead, coach, and develop a team spanning scaled customer programs, GTM automation, and technical account management. Operate the team using the 4 Disciplines of Execution principles Partner closely with our Business Value lead so that the methodology and narrative they own translate cleanly into the scaled assets and programs you productize THE SKILLSET YOU'LL BRING: 8+ years in GTM operations, RevOps, program management, or growth/lifecycle program ownership at a B2B SaaS company, including direct people-management experience Strong analytics range—comfortable in SQL and warehouse data, building dashboards, and turning telemetry into account-level action (experience with Databricks or a comparable platform is a plus) Fluency with the modern GTM toolchain: Salesforce (campaigns and objects), marketing/outreach automation, and ideally Retool or another low-code app layer—you like to build, not just spec Demonstrated operating-cadence discipline: you've run sprints, an agile-style program rhythm, or a 4DX-type cadence of accountability, and you can keep a scoreboard sacred against the day-to-day whirlwind A cross-functional operator who moves work through Sales, Success, RevOps, and Product without relying on positional authority Strong written and verbal communication; you run recurring forums that are structured, collaborative, and actionable High ownership mentality—you don't wait for a playbook to exist; you build one and iterate NICE TO HAVE: You've personally built internal tooling or apps You've owned scaled enablement assets, a content library, or a calculator/tooling portfolio as products with real adoption metrics Post-sale, expansion, or retention motion experience Familiarity with value-engineering, value realization, or business-value frameworks For candidates based in the United States, the pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate’s experience and qualifications, and location. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans. The base pay range for this role is $151,704 – $224,400 per year. 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.