Manager, GTM Customer Programs

Retool is a company focused on building customer lifecycle motion and engagement. They are seeking a GTM Customer Programs Manager to lead a team in managing scaled customer programs and GTM automation, ensuring that programs are impactful and measurable.

Responsibilities:

• Run our sprint operating model: one sprint in execution, one in design. You will facilitate sprint planning, post-mortems, and the play lifecycle so every program either graduates to an evergreen automated motion or is retired with a documented learning
• Manage team activities using the telemetry scoreboard that measures program impact against our team goal, translating product-usage signal into account targeting and trigger logic, and maturing our metrics from play quality and engine contribution toward cohort lift and revenue impact
• Manage a portfolio of scaled GTM assets (e.g. the Business Value Calculator, Use Case Library, Hackathon-in-a-box, as products). You will maintain a roadmap, instrument adoption, enforce version discipline, and run a clear intake for what gets built next
• Coordinate the cross-functional play calendar across the field, RevOps, and partner teams. You will surface overlapping programs before they collide. We coordinate; we don't gatekeep
• Partner with RevOps and Data Team to wire programs into delivery surfaces (e.g. workflow portals, Salesforce, Slack, Outreach) so that every program is measurable end to end
• Lead, coach, and develop a team spanning scaled customer programs, GTM automation, and technical account management
• Operate the team using the 4 Disciplines of Execution principles
• Partner closely with our Business Value lead so that the methodology and narrative they own translate cleanly into the scaled assets and programs you productize

Requirements:

• 8+ years in GTM operations, RevOps, program management, or growth/lifecycle program ownership at a B2B SaaS company, including direct people-management experience
• Strong analytics range—comfortable in SQL and warehouse data, building dashboards, and turning telemetry into account-level action (experience with Databricks or a comparable platform is a plus)
• Fluency with the modern GTM toolchain: Salesforce (campaigns and objects), marketing/outreach automation, and ideally Retool or another low-code app layer—you like to build, not just spec
• Demonstrated operating-cadence discipline: you've run sprints, an agile-style program rhythm, or a 4DX-type cadence of accountability, and you can keep a scoreboard sacred against the day-to-day whirlwind
• A cross-functional operator who moves work through Sales, Success, RevOps, and Product without relying on positional authority
• Strong written and verbal communication; you run recurring forums that are structured, collaborative, and actionable
• High ownership mentality—you don't wait for a playbook to exist; you build one and iterate
• You've personally built internal tooling or apps
• You've owned scaled enablement assets, a content library, or a calculator/tooling portfolio as products with real adoption metrics
• Post-sale, expansion, or retention motion experience
• Familiarity with value-engineering, value realization, or business-value frameworks