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 impact You communicate clearly and effectively across levels, with people from the shop floor to engineering managers to c-level executives You like to solve problems, working closely with colleagues from other departments You have worked for or supported a Life Sciences company and understand their regulatory requirements You have experience in life science development, operations and/or manufacturing environments 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? 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 operations Experience creating and leading stakeholder & executive presentations, working with enterprise corporations and multicultural business environments Experience coordinating and leading actions among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services) Bias for action and client impact Passion for continuous improvement and digital transformation Comfortable in a fast-paced, technology-driven business environment Ability to travel (estimated up to 15%) Key Responsibilities: Manage a portfolio of customer accounts by monitoring their adoption, utilization and overall health of their deployment Serve as internal customer champion Guide customers to use Tulip as a tool to improve their operations through digitization, including recommending new use cases, 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 Professional Services Customer Support Sales Product Management Tulip’s partners, who may also be supporting an account 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,