Customer Success Manager at Tulip

| Somerville
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Tulip is the first Platform-as-a-Service for manufacturing. We’re disrupting one of the largest industries in the world and empowering the people who make the things you interact with every day. Factories that are run with Tulip are more efficient, their workers are more productive, and they make fewer mistakes. Why? Because manufacturing apps guide and provide them with the right information at the right time. We call it bottom-up digital transformation. Join us if you want to help create the next industrial revolution.

About you

You like to solve problems. Amid uncertainty, you see opportunity. You are eager to figure out why things are broken and turn your learnings into improved processes. People tend to describe you as a hard worker, but you would say any job that’s worth doing is worth doing well, because you care. You are curious and excited to learn about new and old technologies powering a modern factory. You are a good communicator and able to speak ‘full-stack’ from front line engineers to c-suite. You are able to google your way out of most problems, and understand that every customer sees the world a bit differently. 

The role: 

At Tulip, the Customer Success Manager will understand customer outcomes through direct and regular engagement with the customer’s technical and executive teams, and the ongoing analysis of product engagement data. As a Customer Success Manager, you will lead quarterly business reviews with strategic accounts. The resulting insights will drive our onboarding, on-going adoption, and retention strategies as well as feed the product road map.

You will be involved in all aspects of support, account management, demonstrating the product, educating customers and more. As a company obsessed with its customers, Tulip team members look to the customer team for input across key decisions.

What you’ll do:

  • Deliver and communicate ROI for our customers, throughout the customer lifecycle
  • Provide insights and guidance to customers to ensure that they get the most out of the platform with the aim of helping drive on-going adoption and ensure renewals
  • Being the trusted partner for the customer on use-case and product functionality
  • Quarterback engagement plans across various cross-functional teams at Tulip, on behalf of the customer

What We’re Looking For

  • Bias for action
  • BA/BS (MBA/Master preferred)
  • Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Services)
  • Ability to travel (estimated 25% - 50%)

Working at Tulip:

We are building a strong, diverse team that values hard work, families, and personal wellbeing. Benefits of working with us include:

  • Direct impact on product and culture 
  • Company equity
  • Competitive benefits package including Health, Dental, Vision, HRA, Commuter, and 401k
  • Flexible work schedule and unlimited vacation policy
  • Fully stocked office kitchen with weekly meals and beer on tap 
  • Company outings and happy hours 
  • Fitness subsidies
  • Dog-friendly office

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will transform manufacturing.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • SqlLanguages
    • Typescript Languages
    • ReactLibraries
    • ReduxLibraries
    • MeteorFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

We are located right between Union Sq, Somerville, and Imman Sq, Cambridge. Both squares are full of life! Restaurants, bars, and local breweries.

An Insider's view of Tulip

What projects are you most excited about?

I feel a great sense of satisfaction to contribute in shaping the machine monitoring experience for our users which in turn helps them be better at their jobs. I like how everyone in the company is very approachable, and Tulip's culture of promoting interdisciplinary learning.

Harshika

Product Designer

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.

Grant

Costumer 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

Pablo

Digital Manufacturing Solutions Team Lead

How do you collaborate with other teams in the company?

As a product manager, I involve engineers and designers in the planning of every new feature. I record customer interviews so that other team members can get access to their valuable feedback. We are more likely to make the right decision when everyone is able to respond to the customer’s problems, not just take the word of a PM.”

Kevin

PRODUCT DOCUMENTATION SPECIALIST

What are Tulip Perks + Benefits

Tulip Benefits Overview

Tulip provides competitive employee benefits including but not limited to: health, dental, and vision insurance, annual HRA, parental leave, fitness reimbursements, 401(k), unlimited vacation, reimbursement budget for laptop purchase, commuter benefits, catered lunches every MWF, unlimited snacks and drinks, and sponsored happy hours.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
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