Customer Success Manager, General Manufacturing

TL;DR

Customer Success Manager, General Manufacturing: Manage a portfolio of manufacturing customer accounts and drive measurable digital transformation outcomes with Tulip, with an accent on usage/health tracking, ROI communication, and renewal/expansion execution. Focus on coordinating cross-functional teams to resolve customer needs and scaling Customer Success processes while enabling smooth onboarding into active usage.

Location: Somerville, MA

Salary: $100,000 - $160,000 per year

Company

AI-native frontline operations platform company helping industrial organizations equip their workforce with composable, connected apps.

What you will do

• Manage a portfolio of customer accounts, tracking Tulip usage and account health tied to digital transformation progress.
• Guide customers on how to use Tulip to improve operations by recommending use cases and tracking/communicating ROI.
• Act as a trusted partner for contract renewals and support commercial expansion.
• Coordinate across internal teams (Customer Support, Professional Services, Product Management, Sales) to resolve customer needs.
• Build and improve internal Customer Success processes and content to scale and mature the function.
• Partner with Sales during account handoff and onboarding; identify expansion opportunities based on usage patterns and business goals.

Requirements

• 4+ years of experience in Account Management, Customer Success (SaaS Customer Success preferred), Management Consulting, or another client-facing role.
• 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).

Culture & Benefits

• Company equity and a competitive benefits package (Health, Dental, Vision, disability, life insurance, AD&D, FSA, commuter benefits, parental leave, 401(K)).
• Flexible work schedule and unlimited vacation policy.
• Virtual company events and happy hours; fitness subsidies.
• Inclusive, dog-friendly office environment.