Customer Success Manager, Life Sciences Digital Transformation

at  Tulip Interfaces

Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement.
A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2023.

About You:

• 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 communicate clearly across levels, with people from the shop floor to engineering managers to c-level executives
• You have direct experience with implementing manufacturing shop floor change, or implementing business information technology systems to operational environments
• You are customer-focused and excited to partner with customers to deliver measurable impact
• You Google your way out of most problems, and understand that every customer sees the world a bit differently

What skills do I need?

• BA/BS (MBA/Masters preferred)
• Direct experience with implementing change in manufacturing and operations in
• 4+ years of experience in Account Management, Customer Success (SaaS Customer Success preferred), Management Consulting, or other client-facing roles in the Life Sciences industry, specifically in pharmaceuticals
• Experience working in GxP environments with understanding of software validation processes and requirements
• Experience creating and leading executive presentations, and experience working with enterprise corporations and multicultural business environments
• Experience coordinating and leading action among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)
• Bias for action and client impact
• Professional fluency in English and either German OR French required
• Ability to travel (estimated 20%)

Key Responsibilities:

• Manage a portfolio of customer accounts, their usage and health relative to digital transformation with Tulip, and Tulip’s relationship with each customer
• Guide customers to use Tulip as a tool to improve their operations through digitisation, including recommending use cases and tracking and communicating ROI
• Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion
• Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales
• Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success function

Key Collaborators:

• Customers
• Tulip’s partners, who may also be supporting an account
• Customer Delivery and Support teams
• Sales
• Product Management

• Manage a portfolio of customer accounts, their usage and health relative to digital transformation with Tulip, and Tulip’s relationship with each customer
• Guide customers to use Tulip as a tool to improve their operations through digitisation, including recommending use cases and tracking and communicating ROI
• Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion
• Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales
• Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success functio