Customer Success Lead, Life Sciences

Tulip Interfaces; Somerville (MA); Hybrid; USD 70,000 - 112,000; Full time

Job summary

A leading company in frontline operations seeks a Customer Success Lead focused on Life Sciences to drive impact through customer partnerships. This role involves leading a team, overseeing customer accounts, and ensuring successful digital transformations for clients. Ideal candidates should have extensive experience in life sciences and strong leadership skills.

Benefits

Company equity

Flexible work schedule

Unlimited vacation policy

Comprehensive benefits package

Virtual company events

Qualifications

• 6+ years experience in Account Management or Customer Success preferred.
• Direct experience in GxP manufacturing and operations.
• 3-5 years leadership experience.

Responsibilities

• Lead and develop the Customer Success Management team.
• Guide customers on operational digitization and ROI.
• Manage the portfolio of Life Science customer accounts.

Skills

Problem-solving

Communication

Customer Focus

Leadership

Cross-functional coordination

Education

BA/BS

MBA/Masters preferred

Job description

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**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 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 2024.

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 GxP manufacturing and operations
• 6+ years of experience in Account Management, Customer Success (SaaS Customer Success preferred), Management Consulting, or other client-facing roles in the Life Sciences manufacturing and operations, pharmaceuticals preferred, medical device acceptable
• 3-5 years of people management and leadership experience
• 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
• Ability to travel (estimated 20%)
  
  

Key Responsibilities:

• Lead and Develop the CSM Life Sciences Team: Recruit, manage, mentor, and foster a high-performing team
• Oversee the portfolio of Life Science 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 digitization, 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
• Directly manage select number of Life Sciences accounts
• Represent Voice of Customer internally
  
  

Key Collaborators:

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

Working At Tulip:

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 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
  
  

We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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