Global Head of Customers

| Somerville, MA, USA | Hybrid
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Tulip, the Frontline Operations Platform, is empowering the world’s leading manufacturers to improve the productivity of their teams, the quality of their output, and the efficiency of their operations. With Tulip’s no-code platform, manufacturers can empower those closest to operations to digitally transform their facilities and gain real-time visibility into the people, machines and processes involved in production--all in a matter of days. 

Manufacturers of all sizes, across industries including consumer electronics, aerospace and defense, contract manufacturing, automotive, apparel, medical devices and more, have implemented Tulip’s intuitive platform to solve some of the most pressing challenges in manufacturing: error-proofing processes with guided workflows, integrating industrial IoT (IIoT) technologies with legacy factory machines, and capturing and analyzing real-time production floor data.

A spinoff out of MIT, the company is headquartered in Somerville, MA, with offices in Budapest and Singapore. It has been recognized as a MES Challenger on the Gartner Magic Quadrant, Frost and Sullivan Entrepreneurial Company of the year and a World Economic Forum Technology Pioneer. You can learn more and get started for free at

About You:

  • You know the challenges in manufacturing and operations, and you believe there is a better way
  • You thrive on communicating and can do so across levels, with people from the shop floor to engineering managers to executives 

You have experience building and leading a post sales organization and cultureYou know how a professional services organization functions and how to take it to the next levelYou know how to build and use tools, systems and processes of a professional services organizationYou are comfortable operating a matrix organizationYou are goal oriented and know how to motivate, lead and manage others to deliver to these goals. You thrive in a dynamic organization that is constantly growing. 

  • You understand the business impact of operational improvements
  • You’re ready for a start-up environment as part of a fast growing SAAS company

What skills do I need? 

  • MS or higher in related engineering discipline (MBA preferred)
  • 10+ years work experience in leading professional services, management, management consulting, customer services operations or equivalent
  • Experience in commercial leadership at enterprise SaaS startups through growth stage scale-up

A successful track record of running a complex, worldwide customer and professional Services organization, including team building, organizational development and driving positive mindset and cultural changes. 

  • Experience working with multi-divisional, multi-geographical customers and managing stakeholders across multiple functions
  • Interpersonal, written and oral communication skills, including running meetings and delivering executive-level presentations

A proven track record of meeting and exceeding customer and professional service financial KPIs. Understands the strategy required to consistently improve operation and organization.Comfortable and savvy working across multiple cultures.Ability to lead, inspire and motivate and align a team of industry experts and specialists towards transformational changes.A strong track record of the ability to streamline process and drive process standardization and repeatability, including aligning cross-functional stakeholders. Strong business and financial acumen. Skilled in planning, organizing, prioritizing, negotiating, and communication. Excellent verbal and written communication and customer facing skills. Highly articulate, with excellent writing and presentation skills.A proven record of hands-on involvement in project implementation and delivery. Extensive experience in the software or process industries. Attention to detail and process with sound financial management skills.Experience in delivering, implementing or managing projects for complex operational systems in at least 2 major industry verticals, preferably SaaS solutions.Experience building a program for and working with service delivery partners in an integrated global implementation environment.

  • Experience that’s a plus:
  • Manufacturing and operations, Lean/ Six Sigma
  • Agile and/or scrum methodologies
  • Understanding and experience with MES, ERP, and WMS 

Key Responsibilities:

  • Directly responsible for the services P&L and the company’s gross and net retention KPIs
  • Foster a customer-centric culture throughout the organization by advocating for the voice of the customer in strategic decision-making.
  • Work with the leadership team to establish and maintain company goals, budgets, strategies, vision, culture, and direction.
  • Provide executive oversight with planning, developing and managing the Tulip customer adoption journey. 
  • Works closely with sales, marketing and other commercial functions to help properly define client expectations and support methodologies to ensure overall organizational success.
  • Implement and manage customer feedback loops to gather insights and drive product and service enhancements.
  • Mentor and develop customer success leaders and team members, fostering a culture of continuous learning and professional growth.
  • Develop and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and advocate for their needs.
  • Develop and implement global customer success and account management strategies that align with the company's objectives and drive customer satisfaction, retention, and expansion.
  • Establish and oversee regional customer success teams, ensuring consistent delivery of services across different geographies.
  • Guide the customer services organization to create, deliver and maintain the Tulip customer journey objectives and customer adoption. 
  • Meet and exceed customer services goals consistently to drive increased value and productivity gains to our customers  
  • Monitor and analyze customer success and professional services metrics and KPIs to identify trends, challenges, and opportunities for improvement.

Key Collaborators:

  • Customer’s key stakeholders and sponsors
  • Customer Success
  • Customer SupportProduct & Ecosystem
  • Sales & Account Management
  • Channel and Delivery Partner

Working At Tulip

We are 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, Commuter Benefits, Parental Leave, and 401k
  • Flexible work schedule and unlimited vacation policy
  • Virtual company events and happy hours
  • Fitness subsidies

We are an equal opportunity employer and building a diverse team is our top priority. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform manufacturing.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Typescript Languages
    • ReactLibraries
    • ReduxLibraries
    • MeteorFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • Google CloudServices
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM


Our newly renovated office, which used to be a Ford manufacturing plant, is located in Assembly Square, a hive of tech activity, restaurants, bars, and shops, off of the Assembly T stop along the Orange Line.

An Insider's view of Tulip

What’s the vibe like in the office?

Highly efficient and collaborative. The open office vibe allows for interactions with team members and cross-functional teams to get things done faster. People are approachable so learning and team building are not limited by calendar invites. We work hard but also place office ping pong competitions at high priority


Adoption Manager

What makes someone successful on your team?

Two key attributes that will lead to success are creative problem solving and communication. Our role involves working with customers across many different industries to quickly identify and deliver effective solutions that have a lasting impact. We're also responsible for ensuring customer feedback appropriately drives evolution of the platform.


Customer Solution Engineer

How do you empower your team to be more creative?

Opening up the creativity box looking for different alternatives encourages my team to approach a problem from different angles to come up with different solutions. If you make a mistake, you learn and improve. Most likely, you’ll get it right next time. This encourages continuous improvement every day


Pre-Sales Team Lead

What are Tulip Perks + Benefits

Tulip Benefits Overview

Tulip provides competitive employee benefits including but not limited to: health, dental, and vision insurance, short & long-term disability, HSA/FSA, L&D program & reimbursement, parental leave, fitness reimbursements, 401(k), unlimited vacation & sick days, commuter benefits, catered lunches three times a week, unlimited snacks and drinks, and sponsored happy hours and team events.

Volunteer in local community
Partner with local businesses, schools and programs for volunteer work and industry education.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Tulip is a flexible place of work. Local employees work remotely 2-3 days a week
Documented equal pay policy
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Tulip's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,850 annually.
Disability insurance
Tulip covers 100% of the cost of short-term and long-term disability insurance for Tulip employees
Dental insurance
Tulip covers 100% of the cost for Tulip employees and 90% for families
Vision insurance
Tulip covers 100% of the cost for Tulip employees and 90% for families
Health insurance
Tulip covers up to 100% of the cost for Tulip employees and 90% for families. There are 3 medical plans to choose from (HMO, PPO, and PPO with HSA option).
Life insurance
Tulip offers group-term life insurance.
Pet insurance
Tulip offers pet insurance and a pet discount program.
Wellness programs
Tulip provides a wellness program through our medical provider.
Mental health benefits
Wellness days
Financial & Retirement
Tulip's 401(k) retirement plan offers a broad selection of stocks, bonds, and international index funds to choose from.
Company equity
Tulip offers an equity package for all employees; these vest over four years with a one-year cliff.
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Tulip offers a generous parental leave package.
Family medical leave
Tulip offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Return-to-work program post parental leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Paid sick days
Tulip offers unlimited sick days.
Office Perks
Commuter benefits
Tulip employees are able to contribute pre-tax dollars for commuter expenses. Additionally, Tulip offers up to $40 per month towards commuting expenses.
Company-sponsored outings
Free snacks and drinks
Tulip has a fully stocked kitchen including unlimited snacks, fresh fruit, coffee, tea, and soda. Have a special request? Submit this through our survey to get your favorite food stocked!
Some meals provided
Tulip provides catered lunch three days a week!
Company-sponsored happy hours
Onsite office parking
Tulip HQ offers free parking for employees.
Pet friendly
Tulip invites employees to bring their dogs to the office every day of the week. Those working remotely can catch up on all the updates on our dedicated doggo's Slack channel.
Recreational clubs
Relocation assistance
Tulip offers relocation assistance in some cases.
Fitness stipend
Meditation space
Mother's room
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks
Personal development training
Virtual coaching services

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