EMEA Technical CX Manager — Lead Delivery & Growth

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 App Gen 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!
We’re looking for a people manager to lead a combined EMEA team of Technical Customer Experience Roles that may include Solution Engineers, Customer Success, Professional Services roles, and GTM Operations. This role owns team performance and customer outcomes including project delivery, adoption, renewals and expansion, and cross-functional execution across the customer journey. You’ll represent your teams internally and externally, ensure strong delivery of scoped services engagements, and partner closely with Sales, Support, Product, and regional leadership to drive customer success s role reports directly to the Director, Sales Engineering.

WHAT YOU'LL DO

• Manage, coach, and develop a team of EMEA-based technical customer facing roles
• Set clear expectations, goals, and success metrics for team members across roles
• Drive consistent performance through regular 1:1s, feedback, coaching, and growth planning
• Build a high-trust, collaborative team culture across diverse technical disciplines
• Support hiring, onboarding, and long-term capacity planning for the region
• Drive the alignment of EMEA-specific business needs
• Represent an escalation point in high stakes customer conversations

• Execution across the TCX functions you oversee, including aligning priorities with territory and customer needs, reporting against execution, and driving a continuous improvement programme.
• Act as an escalation point for high-impact customer issues and delivery risks
• Ensure high-quality scoping, execution, and delivery of Professional Services packages, in conjunction with the professional services team members.
• Partner with technical customer facing roles to drive strong customer health, growth and adoption, and value realization

• Partner closely with Sales on services scoping, deal alignment, handoffs, and customer expectations
• Collaborate with Support to ensure clear escalation paths and a cohesive customer experience
• Work with Product and Engineering to surface customer insights, influence roadmap priorities, and advocate for customer needs
• Represent the EMEA organization in regional and global planning forums.