Customer Success Manager, General Manufacturing

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.

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.

• 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; MBA/Masters a plus

• 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

Key Collaborators:

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

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 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

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.

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.