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As a Customer Success Manager at Tulip, you will serve as the primary advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients. Working at the intersection of Sales, Product, and Support, you will ensure customers maximize the value of the Tulip platform and achieve their business goals.
You will own a strategic book of business focused on building deep relationships, driving product adoption, securing net-revenue retention, and unlocking growth opportunities. You will partner closely with clients to define, measure, and optimize what success looks like for their business.
Key responsibilities include:
**Onboarding & Relationship Management**
- Guide new clients through seamless transition experiences to deliver fast time-to-value
- Cultivate relationships across client organizations, from day-to-day users to executive sponsors
- Lead regular strategic business reviews (CBRs/EBRs) to align on goals, track ROI, and maintain momentum
**Adoption & Engagement**
- Monitor platform usage and customer health metrics to proactively identify at-risk accounts and develop targeted intervention strategies
- Partner with the Retail Excellence team to support successful feature launches and drive deeper user engagement
- Gather client feedback and collaborate with the Product team to influence the roadmap
- Monitor open support tickets and configuration requests to ensure timely resolution and account stability
**Retention & Growth**
- Develop and maintain success plans for each client aligned to their strategic objectives, expected ROI, and key milestones
- Own the renewal process for your assigned book of business, driving high retention rates through proactive planning and engagement
- Identify and qualify upsell and cross-sell opportunities rooted in each client's evolving needs, collaborating closely with the Sales team
**Requirements:**
- Based in or around Milan, Italy
- Fluent in Italian, French, and English (written and spoken)
- Ability to travel for monthly on-site client visits
- 3–5 years of experience in Customer Success, Account Management, or Client Services within a SaaS environment
- Excellent written and verbal communication skills with high emotional intelligence and ability to build credibility with executive stakeholders
- Strong organizational skills with ability to manage multiple client priorities simultaneously
- Creative, solutions-oriented thinking; ability to quickly diagnose complex situations and adapt your approach
- Demonstrated ability to learn products deeply and translate that knowledge into clear, practical guidance for customers
- Comfortable working with data; able to analyze and present metrics using Excel or similar tools
- Collaborative, dependable, and enthusiastic approach
- Customer-centric mindset with genuine desire to go the extra mile for accounts you own
