Senior Customer Success Manager (General Manufacturing)

Join Tulip, a leading provider of manufacturing software, as a Senior Customer Success Manager. In this role, you will own the strategic relationship and long-term success plan for a portfolio of large manufacturing customers. You will drive customer adoption and value realization, monitor account health, and lead renewal and retention strategies. You will also mentor and coach other Customer Success Managers and partner with various teams to resolve customer issues. This position offers a flexible work environment, competitive benefits, and the opportunity to make a direct impact on the product and culture.

• Gérer la relation stratégique et le plan de succès à long terme pour un portefeuille de clients de fabrication.
• Conduire l'adoption des clients et la réalisation de la valeur en alignant la plateforme de Tulip sur les objectifs opérationnels de chaque client.
• Surveiller la santé des comptes, organiser des revues d'affaires régulières et diriger la stratégie de renouvellement et de rétention.

• You've figured out how to use AI to get more done in less time, and you're curious about what else is possible
• You are customer-focused and excited to partner with customers to deliver measurable impact
• 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 have direct experience with implementing manufacturing shop floor change, or implementing business information technology systems to operational environments
• You communicate clearly across levels, with people from the shop floor to engineering managers to c-level executives
• Experience coordinating and leading action among cross-functional teams (e.g., Sales, Product, Engineering, Marketing, Professional Services)
• Bachelor's degree or equivalent practical experience, Masters/MBA is a plus
• Experience creating and leading executive presentations and strategic conversations with VP+ stakeholders, with exposure to enterprise corporations and multicultural business environments
• 6+ years in customer success, account management, or a client-facing consulting role, with meaningful experience owning a portfolio of enterprise accounts
• Ability to travel up to 20% of the time
• Experience working with manufacturing, industrial, or operations customers, including direct experience implementing shop-floor or operational change; familiarity with MES, ERP, or shop-floor systems is a plus
• Data-driven approach to measuring and communicating customer value and account health
• Track record of driving renewals, expansion, and net revenue retention across a book of business