Regional Leader, EMEA Technical Customer Experience - Remote

Overview

Retool is on a mission to bring good software to everyone by building a new type of development platform that combines traditional software development with a drag-and-drop UI editor and AI.

In Short

• Lead the EMEA Technical Customer Experience organization.
• Drive measurable positive business outcomes and customer satisfaction.
• Oversee strategy and planning for the entire customer lifecycle.
• Build the operating model and playbook for Customer Success programs.
• Manage, coach, and mentor a team of professionals.
• Work closely with Sales and Marketing on customer advocacy programs.
• Partner with engineering, product, and sales teams for positive customer outcomes.
• Drive executive customer engagement programs.
• Serve as part of the EMEA Leadership team.
• Foster a high-ownership culture within the team.

Requirements

• 7+ years of experience in customer-facing teams in a technical environment.
• Experience managing organizations growing from $20M to over $100M in ARR.
• Experience with multinational companies and transformational journeys.
• Proven leadership in pre- and post-sales customer-facing organizations.
• Experience managing NPS and Net Retention in a high-growth environment.
• Excellent people management skills and empathy for team morale.
• Executive-level communication and interpersonal skills.
• Entrepreneurial mindset and ability to lead from the front.
• Bachelor’s degree required; Master’s preferred.
• Ability to work in a hybrid capacity from the London office 3 days a week.

Benefits

• Generous benefits for all employees.
• Hybrid work location.
• Opportunities for career progression.
• Collaborative and high-ownership culture.
• Support for personal and professional development.