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, with people from the shop floor to engineering managers to c-level executives You have direct experience with implementing manufacturing shop floor change, or implementing business information technology systems to operational environments You are customer-focused and excited to partner with customers to deliver measurable impact You Google your way out of most problems, and understand that every customer sees the world a bit differently You'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? Direct experience with implementing change in manufacturing and operations 4+ years of experience in Account Management, Customer Success (SaaS Customer Success preferred), Management Consulting, or other client-facing roles in the manufacturing and operations industry Experience creating and leading executive presentations, and experience working with enterprise corporations and multicultural business environments Experience coordinating and leading action among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services) Bias for action and client impact Ability to travel (estimated 20%) BA/BS (MBA/Masters preferred) Key Responsibilities: Manage a portfolio of customer accounts, their usage and health relative to digital transformation with Tulip, and Tulip's relationship with each customer Guide customers to use Tulip as a tool to improve their operations through digitization, including recommending use cases and tracking and communicating ROI Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success function Key Collaborators: Customers Tulip's partners, who may also be supporting an account Professional Services Support teams Sales Product Management Working At Tulip 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 ar