About this role
WHY WE'RE LOOKING FOR YOU
Retool 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.
WHO YOU'LL WORK WITH
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!
WHAT YOU'LL DO
- Build an AI-Powered Customer Engagement System: Design and implement an automated platform that delivers personalized, 1:1-quality engagement to every customer — generating messages based on product telemetry, usage patterns, business value, and maturity stage, in partnership with Data Engineering
- Create & Operationalize Customer Scoring Models: Build and iterate on predictive models (e.g., churn prediction, momentum scoring), regularly backtesting results and sharing findings with leadership
- Identify Cohorts & Surface Offers at Scale: Use data science and AI-assisted segmentation to identify customer cohorts (risk, growth, migration readiness) and build trigger-based systems that surface the right offer — upsell, services, migration assistance — at the right moment
- Deliver Value Communications & Integrate the Tech Stack: Build AI-driven workflows that communicate realized ROI and peer benchmarks to Economic Buyers, connecting CRM, marketing automation, product analytics, and support platforms for seamless data flow
- Measure, Iterate & Ship Fast: Track effectiveness of apps and programs, iterate based on feedback and outcomes, and use Retool's AI app generation to rapidly prototype tools as a force multiplier for the GTM Programs team
THE SKILLSET YOU'LL BRING
- Bachelor's degree in a quantitative/technical field (or equivalent experience) with 3-5 years in GTM engineering, marketing ops, or similar functions building data-driven customer engagement systems in B2B SaaS
- Proficiency with AI-assisted development (prompt engineering, code generation, LLM-based automation) plus working knowledge of Python, SQL, and JavaScript; comfortable evaluating, iterating on, and building models from scratch
- Hands-on experience with CRM (Salesforce), marketing automation (Marketo, Iterable, Outreach.io, HubSpot), and product analytics (Amplitude, Mixpanel, Heap), including nurture sequences and dynamic content logic
- Demonstrated ability to build customer scoring models (health, propensity, momentum) and translate them into automated workflows, with familiarity in A/B testing and applied statistics
- Strong grasp of SaaS metrics (NRR, expansion, churn); a self-directed builder who thinks in systems, communicates clearly to non-technical stakeholders, and thrives in ambiguity
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