Senior Revenue Operations Manager, Post Sales

This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week.

Tulip, the leader in AI-native frontline operations, is helping companies around the world equip their workforce with composable, connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Tulip’s cloud-native, no-code platform, powered by embedded AI, is driving the digital transformation of industrial environments through composable, human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany, Hungary, Singapore, and Israel. Tulip has been recognized as a World Economic Forum Global Innovator, a 2024 Deloitte Technology Fast award winner, one of Energage’s Top Workplaces USA, and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work.”

This is a strategic leadership role focused on the  Keep and Grow  side of the business. You will own the data models, system architecture, and AI-driven insights that empower our Customer Success (CS), Professional Services, and Support teams. Your mission is to turn customer data into a predictive engine that minimizes churn and maximizes expansion revenue.

You are a  Customer Data Architect  who understands that the real work begins after the initial sale. You thrive on untangling complex usage data to find the  signals  of a healthy (or at-risk) customer. You possess a  systems-first  mindset, naturally obsessed with creating scalable structures and clean data schemas that allow for advanced AI modeling. As a master communicator, you can translate complex retention analytics or  Gross Revenue Retention  (GRR) trends into clear, executive-level narratives.

You are deeply curious about how AI can be leveraged for sentiment analysis, automated health scoring, and identifying  white space  opportunities for upselling within our existing global accounts.

• 8-10+ years in CS Ops, Rev Ops, or Strategic Analytics within a B2B SaaS environment (Usage-based or Composable software experience is a plus).
• Proven ability to drive system changes—specifically around Customer Health Scores, Churn Reason coding, and Renewal Management workflows in Salesforce or Planhat.
• Experience evaluating or deploying AI for post-sales, such as predictive churn modeling, NPS sentiment analysis, or AI-driven  Next Best Action  for CSMs.
• Advanced Modeling:
  Expert-level SQL and Excel/Sheets. Experience joining product usage data with CRM data.
• Deep experience with Sigma, Tableau, or Power BI.
• Advanced Salesforce knowledge; experience with CS-specific tools (Planhat specifically) is a plus.
• Experience leading LTV/CAC analysis, Renewal pricing strategy, and Services margin optimization.
• Bachelor degree in relevant field required. MBA preferred.

• Build AI models to identify  At-Risk  customers using usage, support, and engagement data
• Develop models to find cross-sell/upsell opportunities in existing accounts
• Architect Health Score 2.0 with clean data to power automated CS playbooks
• Analyze Services impact on retention; define required  Attach Rate  for success
• Streamline renewals; build automated forecasting for renewals and contraction risks
• Own Retention Dashboard with real-time NRR and GRR metrics

• Head of Customer Success
• To align on retention targets and health score definitions.
• Head of Professional Services
• To optimize services delivery and impact data.
• Finance
• To ensure retention and expansion data matches the financial  Source of Truth .
• Commercial leadership
• GTMO
• Product Team
• To bridge the gap between  Feature Usage  and  Customer Value .

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered.

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…