Senior Customer Success Manager

This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week.Tulip brings modern technology and AI into manufacturing. Manufacturing accounts for almost 20% of the global economy and one in every seven workers on Earth, yet remains among the least digitized. More than a decade ago, we created the category to close that gap: AI-native software that puts cutting-edge tools directly in the hands of the people on the manufacturing front lines. Because we are human-centered and tech-obsessed, we are building a future of work where human ingenuity is amplified with the latest technology.In January 2026 we became one of Boston's few new AI unicorns, reaching a $1.3B valuation. We're growing double digits in revenue year over year. The world's best manufacturers run on Tulip - turning inventory 10x faster, releasing gene therapies in hours instead of weeks, and training master craftspeople to forge engagement rings 5x more rapidly. Headquartered in Somerville, MA with offices in Germany, Hungary, Singapore, Japan, and Israel, we've been consistently named a World Economic Forum Global Innovator, a Gartner leader, and one of Built In Boston's "Best Places to Work."We run the way we build: AI-forward, humanistic, and high ownership. We're looking for builders who are energized by complex problems, rapid cycles, and the unique opportunity to see their impact on a global scale.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 meaningfulYou communicate clearly across levels, with people from the shop floor to engineering managers to c-level executivesYou have direct experience with implementing manufacturing shop floor change, or implementing business information technology systems to operational environmentsYou are customer-focused and excited to partner with customers to deliver measurable impactYou've figured out how to use AI to get more done in less time, and you're curious about what else is possible.What skills do I need?6+ years in customer success, account management, or a client-facing consulting role, with meaningful experience owning a portfolio of enterprise accountsExperience working with manufacturing, industrial, or operations customers, including direct experience implementing shop-floor or operational change; familiarity with MES, ERP, or shop-floor systems is a plusTrack record of driving renewals, expansion, and net revenue retention across a book of businessExperience creating and leading executive presentations and strategic conversations with VP+ stakeholders, with exposure to enterprise corporations and multicultural business environmentsExperience coordinating and leading action among cross-functional teams (e.g., Sales, Product, Engineering, Marketing, Professional Services)Data-driven approach to measuring and communicating customer value and account healthAbility to travel up to 20% of the timeBachelor's degree or equivalent practical experience, Masters/MBA is a plusKey Responsibilities:Own the strategic relationship and long-term success plan for a portfolio of Tulip's large manufacturing customers, building executive-level relationships with VP and C-suite stakeholdersDrive customer adoption and value realization by aligning Tulip's platform to each customer's operational goals, and expand from initial sites to the wider plant networkMonitor account health, run regular business reviews, and lead renewal and retention strategy across your book of businessIdentify and co-own expansion opportunities within your accounts and partner with Sales to drive new revenueMentor and coach other CSMs on account planning, executive communication, and risk managementPartner with Product, Support, and Technical Account Managers to resolve customer issues and support system integrations across your accountsKey Collaborators:CustomersSolution EngineeringProduct ManagementSupportSalesTulip PartnersWorking 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 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. Tulip Interface