Customer Success Manager, General Manufacturing

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the strategic relationship and long-term success strategy for a portfolio of Tulip's major manufacturing clients, fostering executive-level connections with VP and C-suite stakeholders.

• Enhance customer adoption and value realization by aligning Tulip's platform with each customer's operational objectives, and expand from initial sites to the broader plant network.

• Assess account health, conduct regular business reviews, and spearhead renewal and retention strategies across the customer portfolio.

• Identify and co-manage expansion opportunities within accounts, collaborating with Sales to generate new revenue.

• Provide mentorship and coaching to other Customer Success Managers on account planning, executive communication, and risk management.

• Collaborate with Product, Support, and Technical Account Managers to address customer issues and facilitate system integrations across accounts.

• Coordinate with Customers, Solution Engineering, Product Management, Support, Sales, and Tulip Partners.

⛳️ Requirements

• Over 6 years of experience in customer success, account management, or a client-facing consulting role, with significant experience managing a portfolio of enterprise accounts.

• Experience working with manufacturing, industrial, or operations clients, including direct involvement in implementing shop-floor or operational changes.

• Familiarity with MES, ERP, or shop-floor systems is advantageous.

• Proven track record of driving renewals, expansion, and net revenue retention across a customer portfolio.

• Experience in creating and leading executive presentations and strategic discussions with VP+ stakeholders, with exposure to enterprise corporations and multicultural business settings.

• Proven ability to coordinate and lead initiatives among cross-functional teams.

• A data-driven approach to measuring and communicating customer value and account health.

• Willingness to travel up to 20% of the time.

• Bachelor's degree or equivalent practical experience required.

• A Master's degree or MBA is a plus.

• Proven ability to solve problems independently and organize information and initiatives effectively.

• Strong communication skills across all levels, from shop floor personnel to engineering managers and C-level executives.

• A customer-focused mindset and ability to collaborate with customers to achieve measurable impact.

• Proficient in using AI tools to enhance productivity.

🏝️ Benefits

• Direct influence on product development and company culture.

• Company equity opportunities.

• Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K).

• Flexible work schedule and unlimited vacation policy.

• Virtual company events and happy hours.

• Fitness subsidies available.

• An inclusive, dog-friendly office environment with diverse and inspiring colleagues.