Customer Success Manager, General Manufacturing

Tulip Interfaces • Somerville, MA

15d • Hybrid

About The Position

Tulip, a leader in AI-native frontline operations, empowers the global workforce with connected, composable apps to enhance work quality, efficiency, and traceability. Our cloud-native, no-code platform, driven by embedded AI, is transforming industrial environments by offering human-centric solutions that redefine the Manufacturing Execution System (MES) category. As an MIT spinoff, Tulip is headquartered in Somerville, MA, with international offices. We've been recognized by the World Economic Forum, Deloitte, Energage, and Built In Boston.

Requirements

• 4+ years of experience in Account Management, Customer Success (SaaS Customer Success preferred), Management Consulting, or another client-facing role in the manufacturing and operations industry
• Direct experience implementing change in manufacturing shop floor operations or business information technology systems in operational environments
• Experience creating and leading executive presentations in enterprise and multicultural business environments
• Experience coordinating and leading action across cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)
• Ability to travel (estimated 20%)
• BA/BS required

Nice To Haves

• MBA/Masters a plus
• You like to solve problems.
• Amid uncertainty, you develop an independent perspective and know how to structure information and initiatives to make them meaningful.
• You communicate clearly across levels - from the shop floor to engineering managers to C-level executives - and you're customer-focused, excited to partner with customers to deliver measurable impact.
• You've figured out how to use AI to get more done in less time, and you're curious what else is possible.

Responsibilities

• Manage a portfolio of customer accounts, tracking usage and health relative to their digital transformation with Tulip
• Guide customers to use Tulip to improve their operations through digitization, recommending use cases and tracking and communicating ROI
• Act as a trusted partner to customers, managing contract renewals and supporting commercial expansion
• Coordinate across internal teams - including Customer Support, Professional Services, Product Management, and Sales - to resolve customer needs
• Build and improve internal processes and content to help scale and mature the Customer Success function
• Communicate account health, risk, and ROI clearly to both customer stakeholders and internal leadership
• Partner with Sales during account handoff and onboarding to ensure a smooth transition into active usage
• Identify expansion opportunities within existing accounts based on customer usage patterns and business goals

Benefits

• Direct impact on product and culture
• Company equity
• Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
• Flexible work schedule and unlimited vacation policy
• Virtual company events and happy hours
• Fitness subsidies
• An inclusive, dog-friendly office with diverse and inspiring colleagues

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level