Customer Success Manager, Life Sciences

This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week.Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement.A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2024.About You:You are customer focussed and and excited to partner with customers to identify and deliver measurable impactYou communicate clearly and effectively across levels, with people from the shop floor to engineering managers to c-level executivesYou like to solve problems, working closely with colleagues from other departmentsYou have worked for or supported a Life Sciences company and understand their regulatory requirementsYou have experience in life science development, operations and/or manufacturing environmentsYou Google your way out of most problems, and understand that every customer sees the world a bit differentlyYou've figured out how to use AI to get more done in less time, and you're curious about what else is possibleWhat 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 operationsExperience creating and leading stakeholder & executive presentations, working with enterprise corporations and multicultural business environmentsExperience coordinating and leading actions among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)Bias for action and client impactPassion for continuous improvement and digital transformationComfortable in a fast-paced, technology-driven business environmentAbility to travel (estimated up to 15%)Key Responsibilities:Manage a portfolio of customer accounts by monitoring their adoption, utilization and overall health of their deploymentServe as internal customer championGuide customers to use Tulip as a tool to improve their operations through digitization, including recommending new use cases, tracking and communicating ROIAct as a trusted partner to customers to ensure and manage contract renewals and support commercial expansionCoordinate across internal teams, from Customer Support, Professional Services, Product Management, and SalesBuild and improve internal processes and content, as mechanisms to scale up and mature the Customer Success functionKey Collaborators:CustomersProfessional ServicesCustomer Support SalesProduct ManagementTulip’s partners, who may also be supporting an accountWorking At TulipWe 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 cultureCompany equityCompetitive 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 policyVirtual company events and happy hoursFitness subsidiesWe 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. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range posted, actual compensation will be determined depending on multiple factors including job-related knowledge & skills, experience, business needs, geographical location, market compensation data, and internal equity. Expected compensation ranges for this role may change over time. The salary range for this position is $100,000 - $160,000 per year and is eligible for on-target earnings (OTE). 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.Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.