Senior Customer Success Manager, Life Sciences

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 are customer-focused and energized by partnering with customers to identify and deliver measurable impact. You communicate clearly and effectively across levels( from the shop floor to the C-suite) and thrive working cross-functionally to solve complex problems. You bring deep Life Sciences domain knowledge, including an understanding of GxP regulatory requirements, and you're genuinely excited about how AI-native digital tools can transform frontline manufacturing operations.

You're curious by nature, comfortable with ambiguity, and always looking for better ways to drive continuous improvement for the customers you serve.

What skills do I need?

• 6+ years of experience in Customer Success, Account Management, Product Management, or Management Consulting in the Life Sciences industry
• Experience with change management in GxP manufacturing and operations environments
• Comfortable working with AI-powered tools and genuinely curious about how AI can improve frontline operations and customer outcomes
• Experience creating and leading stakeholder and executive presentations across enterprise and multicultural environments
• BA/BS required; MBA or Master's preferred
• Ability to travel up to 20%

Key Responsibilities:

• Manage a portfolio of Life Science manufacturing customer accounts, monitoring adoption, utilization, and overall deployment health
• Serve as the internal customer champion, coordinating across Customer Support, Professional Services, Product Management, and Sales
• Guide customers to leverage Tulip's AI-native platform to digitize and improve their operations: recommending AI-powered use cases, tracking ROI, and building a roadmap for continuous improvement
• Stay current on Tulip's AI capabilities and translate them into tangible customer value in Life Sciences contexts (e.g., AI-assisted inspections, guided work instructions, anomaly detection)
• Act as a trusted partner to ensure contract renewals and support commercial expansion
• Build and improve internal Customer Success processes and content to help the function scale

Key Collaborators:

• Customers
• Professional Services
• Customer Support
• Sales
• Product Management
• Tulip’s partners, who may also be supporting an account

Working At Tulip

We’re 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, 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

We are an…