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ABOUT RETOOL
Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.
Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!
ABOUT THE ROLEWe’re looking for a Vice President of Customer Experience to own and scale Retool’s end-to-end post-sales customer journey. This leader will be deeply data- and process-driven, with a strong track record of building high-performing teams and operational systems that drive customer outcomes, retention, and expansion.
You will lead our Solutions Engineers, Solutions Architects, Technology Account Managers, and Support organizations, aligning them under a unified operating model with clear metrics, processes, and accountability. This role is both strategic and hands-on, ideal for a leader who thrives at the intersection of customer empathy, analytics, and execution.
- Own the end-to-end customer experience from onboarding through renewal and expansion, ensuring consistency, quality, and measurable impact.
- Build and operate a data-driven CX organization, defining KPIs across adoption, time-to-value, support performance, retention, and expansion.
- Design scalable processes and operating rhythms that support rapid growth without sacrificing customer outcomes.
- Lead and develop senior managers across Solutions Engineering, Solutions Architecture, Technology Account Management, and Support.
- Partner closely with Sales, Product, and Engineering to close feedback loops and influence roadmap priorities based on customer data.
- Standardize customer engagement models while allowing flexibility for different segments (SMB, Mid-Market, Enterprise).
- Drive tooling and systems strategy for customer experience (CRM, support platforms, analytics, customer health scoring).
- Forecast capacity and performance, ensuring teams are appropriately staffed and resourced as the business scales.
- Represent the voice of the customer at the executive level, grounding decisions in both qualitative insights and quantitative analysis.
- 12+ years of experience in customer experience, customer success, professional services, or post-sales leadership roles, ideally in B2B SaaS.
- Proven experience leading multi-function post-sales organizations at scale.
- Strong analytical mindset with a history of building dashboards, metrics, and operating cadences that drive results.
- Deep understanding of process design, systems, and change management.
- Experience working closely with enterprise customers and complex technical products.
- Ability to balance customer advocacy with business outcomes.
- Exceptional people leader with a track record of attracting, developing, and retaining top talent.
- Clear, confident communicator who can operate effectively at the executive level.
Nice to Have
- Experience with developer-focused or low-code / internal tools platforms.
- Background in Solutions Engineering or technical services.
- Experience scaling CX functions through periods of rapid growth.
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.
Retool San Francisco, California, USA Office
Retool's headquarters is in San Francisco's Mission District within walking distance to the 16th St. Bart station, great coffee shops, and SF institutions like Dandelion Chocolate and Tartine Manufacturing. We have dedicated parking, secure bike storage, and 24/7 onsite security.
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
