• Own and manage a portfolio of customer accounts through the full customer lifecycle. • Drive onboarding, adoption, retention, and expansion strategies for assigned accounts. • Build and maintain trusted relationships with customer stakeholders, from technical champions to executive sponsors. • Conduct regular business reviews (QBRs), health checks, and adoption planning sessions. • Identify risk indicators early and develop proactive mitigation and save plans. • Partner with Sales, Renewals, and Technical Account teams to identify expansion and cross-sell opportunities. • Track and report on account health, adoption metrics, and renewal forecasts. • Serve as a primary expert on Cisco EA structure, licensing consumption, true-forward/true-up processes, and co-termination strategy. • Guide customers through EA renewal planning, growth forecasting, and optimization of license utilization. • Translate complex Cisco licensing/consumption data into clear guidance for customers and internal stakeholders. • Stay current on Cisco program changes, licensing updates, and EA policy shifts. • Collaborate with Cisco partner/vendor teams as needed on EA-related escalations.

• Ensuring reliable and continuous development and improvement of managed services for customers • Acting as the central point of contact between customers and the IT-HAUS Solutions & Services organization • Monitoring agreed services, service quality and customer requirements • Facilitating and documenting regular service reviews • Analyzing relevant KPIs, service reports and performance metrics and deriving optimization measures • Assessing service quality, identifying deviations and developing appropriate courses of action • Supporting adjustments to the scope of services and contractual arrangements • Coordinating management-level escalations and ensuring transparency • Preparing and presenting service reporting to customers with actionable recommendations

Role Description Retool is hiring its first Strategic Customer Success Manager in EMEA to focus on growth within our largest customer accounts in the region. This person will act as a strategic business partner within key accounts — building relationships, identifying new opportunities, and driving internal alignment to grow Retool’s presence. Success in this role means combining strong customer instincts and commercial judgment with the ability to coordinate cross-functional partners to support account expansion. This is a high-impact, growth-oriented role at the intersection of strategy, relationship-building, and business development. You’ll partner closely with Account Executives and the account team to: - Identify new use cases and expand Retool’s footprint. - Build lasting champions inside your accounts. - Drive internal marketing events and surface expansion opportunities. - Lead growth programs—all without owning renewals or getting pulled into technical enablement or production work. If you thrive in ambiguity, take full ownership of outcomes, bring a genuine growth mindset, and know how to build trust with senior stakeholders—this role is for you. Qualifications - 5+ years of experience in Customer Success, Strategic Account Management, or a growth-oriented post-sale role at a B2B SaaS company. - Proven track record managing complex, high-value enterprise accounts with measurable expansion and adoption outcomes. - Strong business acumen—you understand how companies operate, what executives prioritize, and how to connect technology investment to tangible ROI. - Outstanding relationship-building and communication skills, with demonstrated ability to engage and influence at the C-suite and VP level. - Experience with whitespace analysis and crafting structured plans to drive adoption across large, matrixed organizations. - Comfortable running product demos and light proof-of-concept work to illustrate value (no engineering background required). - High ownership mentality—you don’t wait for a playbook to exist; you build one and iterate. - Thrives in ambiguity and adapts quickly as priorities shift in a fast-moving environment. - Growth mindset: you seek out feedback, learn fast, and continuously raise the bar for yourself and your customers. Requirements - Own the post-sale growth journey for a portfolio of large enterprise accounts, serving as the primary strategic point of contact. - Build and deepen executive relationships across your accounts, becoming a trusted advisor who connects Retool’s platform to real, quantified business outcomes. - Lead whitespace analysis to identify untapped teams, use cases, and workflows within accounts, and design structured growth programs to expand Retool’s footprint. - Collaborate on building out the CS program in EMEA with our Founding CSM in North America. - Drive internal marketing initiatives within customer organizations—including events, roundtables, and executive briefings—to build awareness and generate internal champions. - Identify and surface qualified expansion opportunities for Account Executives, including leads for Professional Services engagements and new product areas. - Conduct compelling product demos and light prototyping to bring new Retool use cases to life for customer stakeholders. - Partner closely with the Business Value team to ensure customers are realizing ongoing, measurable value from the platform. - Provide structured field insights back to Product, Engineering, and GTM leadership to help shape roadmap and strategy.

• Demonstrates capability to excel in MM CSM responsibilities • Ability to manage territory and drive ownership of a Smarsh directed project or program • Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs • Deliver high level of responsiveness to assigned Mid-Market tier accounts • Work with clients via Retention Cases, prevent and manage churn • Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions • Maintains daily/weekly meetings for assigned accounts (~40- 100k ARR), typically a territory of approximately 120 accounts • Prepares and hosts Business Reviews for top assigned accounts in territory • Consistently meet or exceeds target customer activity metrics and SLOs • Manage assigned client contracts, invoices, billing, SLA reporting requirements • Process contract changes including add-on services, downgrades, cancellations • Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees) • Identify additional add on services to grow account, partner with sales for new opportunities identified • Effectively manage and drive closure of renewal business • Identify At Risk Clients and determine needed remediation path • Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met. • Drive client adoption of Smarsh products and services via leading trainings or recommending for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment • Work as part of a collaborative team and provide feedback for improvement to internal stakeholders