Senior Customer Success Manager, General Manufacturing

This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week. Tulip brings modern technology and AI into manufacturing. Manufacturing accounts for almost 20% of the global economy and one in every seven workers on Earth, yet remains among the least digitized. More than a decade ago, we created the category to close that gap: AI-native software that puts cutting-edge tools directly in the hands of the people on the manufacturing front lines. Because we are human-centered and tech-obsessed, we are building a future of work where human ingenuity is amplified with the latest technology. In January 2026 we became one of Boston's few new AI unicorns, reaching a $1.3B valuation. We're growing double digits in revenue year over year. The world's best manufacturers run on Tulip - turning inventory 10x faster, releasing gene therapies in hours instead of weeks, and training master craftspeople to forge engagement rings 5x more rapidly. Headquartered in Somerville, MA with offices in Germany, Hungary, Singapore, Japan, and Israel, we've been consistently named a World Economic Forum Global Innovator, a Gartner leader, and one of Built In Boston's "Best Places to Work." We run the way we build: AI-forward, humanistic, and high ownership. We're looking for builders who are energized by complex problems, rapid cycles, and the unique opportunity to see their impact on a global scale. 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've figured out how to use AI to get more done in less time, and you're curious about what else is possible. What skills do I need? 6+ years in customer success, account management, or a client-facing consulting role, with meaningful experience owning a portfolio of enterprise accounts 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 Track record of driving renewals, expansion, and net revenue retention across a book of business Experience creating and leading executive presentations and strategic conversations with VP+ stakeholders, with exposure to enterprise corporations and multicultural business environments Experience coordinating and leading action among cross-functional teams (e.g., Sales, Product, Engineering, Marketing, Professional Services) Data-driven approach to measuring and communicating customer value and account health Ability to travel up to 20% of the time Bachelor's degree or equivalent practical experience, Masters/MBA is a plus Key Responsibilities: Own the strategic relationship and long-term success plan for a portfolio of Tulip's large manufacturing customers, building executive-level relationships with VP and C-suite stakeholders Drive customer adoption and value realization by aligning Tulip's platform to each customer's operational goals, and expand from initial sites to the wider plant network Monitor account health, run regular business reviews, and lead renewal and retention strategy across your book of business Identify and co-own expansion opportunities within your accounts and partner with Sales to drive new revenue Mentor and coach other CSMs on account planning, executive communication, and risk management Partner with Product, Support, and Technical Account Managers to resolve customer issues and support system integrations across your accounts Key Collaborators: Customers Sol…