Customer Success Manager, General Manufacturing

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 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 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.What skills do I need?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 industryDirect experience implementing change in manufacturing shop floor operations or business information technology systems in operational environmentsExperience creating and leading executive presentations in enterprise and multicultural business environmentsExperience coordinating and leading action across cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)Ability to travel (estimated 20%)BA/BS required; MBA/Masters a plusKey Responsibilities:Manage a portfolio of customer accounts, tracking usage and health relative to their digital transformation with TulipGuide customers to use Tulip to improve their operations through digitization, recommending use cases and tracking and communicating ROIAct as a trusted partner to customers, managing contract renewals and supporting commercial expansionCoordinate across internal teams - including Customer Support, Professional Services, Product Management, and Sales - to resolve customer needsBuild and improve internal processes and content to help scale and mature the Customer Success functionCommunicate account health, risk, and ROI clearly to both customer stakeholders and internal leadershipPartner with Sales during account handoff and onboarding to ensure a smooth transition into active usageIdentify expansion opportunities within existing accounts based on customer usage patterns and business goalsKey Collaborators:CustomersTulip's partners, who may also be supporting an accountProfessional ServicesSupport teamsSalesProduct ManagementWorking 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 subsidiesAn inclusive, dog-friendly office with diverse and inspiring colleaguesWe 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. 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.