Scaled Customer Programs Engineer (Copy)
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AI Summary
Design and implement an AI-powered customer engagement system that automates personalized outreach based on product telemetry and business value. You will also build predictive customer scoring models and identify cohorts to surface expansion and retention opportunities at scale.
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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