Customer Success Manager, General Manufacturing

Key Responsibilities

• 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

Requirements

• 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

Nice-to-Haves

• Experience using AI to increase productivity
• MBA or Master's degree