Lead a small team to design, run, and measure scaled GTM customer programs. Own sprint cadence, telemetry/scoreboard, productized GTM assets, cross-functional coordination, and coaching to drive adoption and revenue impact.
ABOUT RETOOL
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling support workflows, building admin dashboards, and countless processes you might never have thought of. But most companies don't have the resources to properly invest in these tools, leading to a lot of old, clunky internal software, or worse, teams still stuck in manual and spreadsheet workflows.
AI has changed who gets to build software. The definition of "developer" now includes analysts, operators, and domain experts creating solutions directly—and the tools they reach for are multiplying by the week. That's both an opportunity and a challenge: as more people build with more AI tools, the risk of shipping ungoverned software into production grows just as fast.
At Retool, we're building the platform that makes all of it safe to ship. Build with any AI tool you want, then deploy into one place that connects to your real business data, enforces enterprise policies automatically, and lets teams create once and reuse everywhere with shared, trusted components. The cost of building software has collapsed. The cost of governing it hasn't—and that's the problem we solve.
Developers and domain experts have already automated over 100 million hours of work on our platform, freeing them to focus on creative problem-solving and strategic work that drives real business value. The people closest to the problem can now build the software to solve it, safely, and within enterprise guardrails.
Let's build the future together.
WHY WE'RE LOOKING FOR YOURetool has had immense growth in the last few years including landing a third of the Fortune 100. With 10,000+ customers and a shift toward scaled engagement, we need to build intelligent systems that engage every customer with personalized, data-driven outreach — at the quality of a 1:1 conversation but at the scale of our entire base.
We're looking for a Scaled Customer Programs Engineer who can design, build, and operate an AI-powered customer engagement system that uses product telemetry, business value data, and maturity signals to deliver customized messages, surface expansion opportunities, and drive retention and growth across every account — automatically.
This role will report into the GTM Programs organization and closely partner with Data Engineering, Product, Revenue Operations, and Sales leadership.
You'll be joining a broader team of Retools who are passionate about serving our customers, enjoy collaborating to build an incredibly innovative product, and partake in some occasional but well-intentioned sarcasm. If this sounds like you, we'd love to hear from you!
- Build an AI-Powered Customer Engagement System: Design and implement an automated platform that delivers personalized, 1:1-quality engagement to every Retool customer using AI, generating customer-specific messages based on their product usage, business value realization, and maturity stage
- Develop Telemetry-Driven Customer Intelligence: Partner with Data Engineering to leverage product telemetry, usage patterns, and support signals to build a real-time view of customer health and expansion readiness. Perform daily deep-dive analysis on customer usage data to surface actionable signals for the GTM Programs team.
- Create & Operationalize Customer Momentum Scoring: Maintain and iterate on predictive models (e.g., churn prediction) in partnership with Data Engineering, regularly backtesting results, sharing findings with leadership, and identifying opportunities to increase model sophistication over time
- Deliver Personalized Business Value Communications: Build AI-driven workflows that generate and deliver tailored messages to Economic Buyers communicating the realized value from their Retool investment, benchmarking their outcomes against peers, and engaging them around next steps to drive additional ROI
- Identify & Engage Customer Cohorts at Scale: Use data science, AI-assisted tooling and segmentation to identify customer cohorts with shared characteristics (risk signals, growth opportunities, migration readiness) and design automated, targeted programs that address each cohort's specific needs
- Surface Expansion Offers & Retention Interventions: Build trigger-based systems that automatically surface contextually relevant offers — upsell packages, services engagements, migration assistance, premium support — to the right customer at the right moment based on behavioral and telemetry signals
- Integrate Across the GTM Tech Stack: Connect the engagement system with CRM, marketing automation, product analytics, and support platforms to ensure seamless data flow and coordinated customer touchpoints across all channels
- Measure, Iterate & Optimize: Measure the effectiveness of apps, automations, and engagement programs through usage tracking and outcome analysis. Iterate on tools and workflows based on feedback from GTM stakeholders and observed results.
- Leverage AI-assisted development tools including Retool's AI app generation capabilities to rapidly prototype and ship internal applications, automate workflows, and perform data analysis. Serve as a force multiplier for the GTM Programs team by translating business needs into working tools quickly
- Bachelor's degree in a quantitative or technical field (computer science, data science, economics, engineering, or similar) or equivalent professional experience in a technical GTM or operations engineering role.
- 3-5 years of experience in GTM engineering, marketing operations/technology, data engineering, or a similar role building data-driven customer engagement systems in a B2B SaaS environment
- Proficiency with AI-assisted development workflows including prompt engineering, AI code generation tools, and LLM-based automation. Ability to evaluate, iterate on, and maintain AI-generated outputs as well as build models from scratch.
- Working proficiency in Python, SQL, and JavaScript. Familiarity with data platforms (e.g., Snowflake, BigQuery) as a consumer/analyst rather than infrastructure owner. Experience with AI-assisted app development platforms is a strong plus
- Experience with CRM platforms (Salesforce), marketing automation tools (e.g., Marketo, Iterable, Outreach.io, Hubspot), and product analytics platforms (e.g., Amplitude, Mixpanel, Heap) with hands on experience designing multi-touch nurture sequences, dynamic content logic, and deliverability management.
- Familiarity with experimentation and applied statistics, comfortable designing A/B tests, understanding statistical significance, and structuring controlled experiments to measure program effectiveness.
- Demonstrated ability to build customer scoring models (health scores, propensity models, momentum scores) and translate them into automated engagement workflows
- Strong understanding of SaaS business metrics, net revenue retention, expansion rates, churn indicators and how customer engagement drives them
- Familiarity with B2B selling frameworks like Command of the Message and MEDDIC/MEDDPIC
- Comfortable operating at the intersection of data engineering, AI, and go-to-market strategy. You think in systems, not just scripts
- Excellent communication skills with the ability to explain technical systems and their business impact to non-technical stakeholders
- Self-directed builder who thrives in ambiguity, moves fast, and is energized by creating something new from scratch
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.
Similar Jobs
Fintech • Financial Services
Provide front-line banking support across multiple branch locations, handling account openings, transactions, cash handling, service requests, and credit applications. Build customer relationships through discovery conversations and proactive outreach, promote appropriate banking solutions, collaborate with branch teammates, and maintain compliance with risk controls and bank policies. Role requires flexibility to travel within assigned geography and support branch staffing needs.
Fintech • Financial Services
Provide front-line banking support across multiple branch locations: open accounts, handle teller transactions, support credit applications, build customer relationships, make referrals, use digital tools, and maintain compliance and risk controls while traveling within an assigned geography.
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Lead operational risk activities for Global Customer Service & Operations in South America. Maintain GRC data in OpenPages, execute risk assessments and control reviews, produce risk reporting, support issue identification and control metrics, partner with stakeholders and corporate functions, and evaluate AI tool opportunities to improve risk operations. Spanish fluency required.
Top Skills:
Grc
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
