Manager, Technical Account Manager, Strategic - Retool

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Job Title

Manager, Technical Account Manager, Strategic

Job Location

New York, NY

Job Listing URL

https://job-boards.greenhouse.io/retool/jobs/4615122005

Job Description

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

The opportunity for Retool to succeed is massive, and the time is now. Retool solves varied problems, and the customers we work with span every vertical and hundreds of use cases. We’re looking for a leader who can build and scale a world-class, proactive technical account management team to help us accelerate our growth this year and beyond.

WHAT YOU'LL DO

The Strategic TAM Lead will lead a team of high-performing TAMs responsible for driving customer success, adoption, and retention of customers in our strategic segment. This role is critical in fostering relationships with key accounts, enabling technical excellence, and defining Strategic playbooks and best practices across the TAM organization. The ideal candidate has experience building Strategic teams and customer journeys and is a strategic thinker with a passion for customer success, team development, and operational efficiency.

WHO YOU'LL WORK WITH

In this role, you’ll collaborate closely with the team across Strategic Sales, Revenue Operations, and our Technical Customer Experience team (Strategic Sales Engineering, Services, and Support). You’ll also work cross-functionally with engineering, product, and marketing to represent the voices of your clients. And, of course, you’ll work closely with your team and TAM and TCX leadership.

IN THIS ROLE, YOU WILL

Lead, mentor, and develop a team of Strategic TAMs, fostering a culture of growth, collaboration, and innovation.
Provide regular coaching and professional development opportunities tailored to each team member's career goals.
Establish performance metrics and ensure the team consistently delivers on key objectives and goals.
Oversee the management of strategic accounts, ensuring TAMs deliver measurable value to customers
Partner with TAMs to develop tailored account strategies that align with customer goals and address pain points proactively.
Act as an escalation point for critical customer issues, ensuring timely resolution and alignment with internal teams.
Collaborate cross-functionally to drive Strategic pre- and post-sales alignment on account priorities and deliver exceptional customer experiences.
Provide feedback from customers to influence product roadmap and service enhancements.
Partner with Revenue Operations to develop reporting and analytics that provide visibility into account risk, health, and predictable retention forecasts.
Define and implement scalable processes, tools, and frameworks to optimize the TAM team’s workflows and ensure consistent delivery of value to customers.
Develop and monitor key performance indicators (KPIs) to measure team success and customer outcomes.
Drive initiatives to improve customer retention, reduce churn, and identify upsell opportunities.
Serve as an advocate for customers within the organization, ensuring their needs and goals are prioritized in decision-making.
Build executive-level relationships with key customers to foster trust, ensure satisfaction, and identify growth opportunities.
Travel is a requirement.

THE SKILLSET YOU'LL BRING

6+ years of experience in Customer Success, Account Management, Technical Account Management, Solutions Architecture, or related fields, with 3+ years in a leadership role managing technical account managers or similar functions.
Experience working with enterprise-level and strategic customers in a consulting or technical thought leader capacity.
Proven track record of driving customer success and outcomes measured by adoption, retention, and expansion within a SaaS or technology organization.
Strong leadership and people management skills, with the ability to inspire and motivate a team through change and ambiguity.
Excellent communication and interpersonal skills, capable of building relationships at all levels; comfortable with public speaking.
Strategic thinker with a results-driven approach and strong problem-solving abilities.
Proficient in data analysis and reporting to monitor account health and team performance.
Technical aptitude and understanding of enterprise software development, APIs, and integrations with proven ability to lead technical discussions with key customer personas (prior experience as a TAM or similar technical role is a plus).
Bachelor's degree in Business, Computer Science, or a related field (or equivalent experience).

For candidates based in New York, 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/bonuses 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.

New York

$244,250—$330,500 USD

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.

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