Customer Success Manager

Tulip , the leader in AI-native frontline operations, is helping companies around the world equip their workforce with composable, connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Tulip's cloud-native, no-code platform, powered by embedded AI, is driving the digital transformation of industrial environments through composable, human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany, Hungary, Singapore, and Israel. Tulip has been recognized as a World Economic Forum Global Innovator, a 2024 Deloitte Technology Fast award winner, one of Energage's Top Workplaces USA, and one of Built In Boston's "Best Places to Work" and "Best Midsize Places to Work."

About You:

• You are customer focussed and and excited to partner with customers to identify and deliver measurable impact
• You communicate clearly and effectively across levels, with people from the shop floor to engineering managers to c-level executives
• You like to solve problems, working closely with colleagues from other departments
• You have worked for or supported a Life Sciences company and understand their regulatory requirements
• You have experience in life science development, operations and/or manufacturing environments
• You Google your way out of most problems, and understand that every customer sees the world a bit differently

What skills do I need?

• BA/BS (MBA/Masters preferred)
• 5+ years of experience in Account Management, Customer Success, Product Management, Management Consulting or other client-facing roles in the Life Sciences industry
• Experience with change management in a GxP manufacturing and operations
• Experience creating and leading stakeholder & executive presentations, working with enterprise corporations and multicultural business environments
• Experience coordinating and leading actions among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)
• Bias for action and client impact
• Passion for continuous improvement and digital transformation
• Comfortable in a fast-paced, technology-driven business environment
• Ability to travel (estimated up to 15%)

Key Responsibilities:

• Manage a portfolio of customer accounts by monitoring their adoption, utilization and overall health of their deployment
• Serve as internal customer champion
• Guide customers to use Tulip as a tool to improve their operations through digitization, including recommending new use cases, tracking and communicating ROI
• Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion
• Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales
• Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success function

Key Collaborators:

• Customers
• Professional Services
• Customer Support
• Sales
• Product Management
• Tulip's partners, who may also be supporting an account

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don't match every requirement, applying gives you the opportunity to be considered.

We're building a strong, diverse team that values hard work, families, and personal well-being.

Benefits of working with us include:

• Direct impact on product and culture
• Company equity
• Competitive benefits package including commuter benefits, learning and development stipend, team events, catered lunches 3 days a week
• Flexible work schedule and unlimited vacation policy
• An inclusive, dog-friendly office with diverse and inspiring colleagues

We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.