Product Talk Retool Head of Technical Customer Experience on Enabling Highly Complex Products and Driving Adoption and Expansion.
Dec 15, 2025
In this discussion, Chris Harry, the Head of Technical Customer Experience at Retool, shares insights from his 20 years of experience with enterprise clients. He emphasizes the vital partnership between customer-facing and product teams for delivering real impact. Chris highlights the importance of quick wins to build trust, how to respect engineers' autonomy while providing support, and the need for a strong feedback loop. He also stresses involving customer teams early in the development process to enhance credibility and effectiveness.
AI Snips
Chapters
Transcript
Episode notes
Customer Ownership Defines Success
- Customers consider a product successful when they "own the story" and build momentum with it.
- Chris Harry says success is when customers say, “we couldn't run our business without this.”
Deliver A Fast, Small Win
- Focus on progress over perfection by delivering one quick, meaningful win fast.
- Chris Harry recommends unlocking a small workflow or integration so customers can see concrete value quickly.
Earn Credibility Before Advising
- Earn the right to advise technical customers by showing technical empathy and curiosity first.
- Ask about stacks and pain points, then offer guidance once credibility is established.