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Global Head of Customers

3 months ago

Somerville, Massachusetts, United States Tulip Full time

Tulip, the Frontline Operations Platform, is empowering the world's leading manufacturers to improve the productivity of their teams, the quality of their output, and the efficiency of their operations. With Tulip's no-code platform, manufacturers can empower those closest to operations to digitally transform their facilities and gain real-time visibility into the people, machines and processes involved in production--all in a matter of days.

Manufacturers of all sizes, across industries including consumer electronics, aerospace and defense, contract manufacturing, automotive, apparel, medical devices and more, have implemented Tulip's intuitive platform to solve some of the most pressing challenges in manufacturing: error-proofing processes with guided workflows, integrating industrial IoT (IIoT) technologies with legacy factory machines, and capturing and analyzing real-time production floor data.

A spinoff out of MIT, the company is headquartered in Somerville, MA, with offices in Budapest and Singapore. It has been recognized as a MES Challenger on the Gartner Magic Quadrant, Frost and Sullivan Entrepreneurial Company of the year and a World Economic Forum Technology Pioneer. You can learn more and get started for free at

About You:

  • You know the challenges in manufacturing and operations, and you believe there is a better way
  • You thrive on communicating and can do so across levels, with people from the shop floor to engineering managers to executives
  • You have experience building and leading a post sales organization and culture
  • You know how a professional services organization functions and how to take it to the next level
  • You know how to build and use tools, systems and processes of a professional services organization
  • You are comfortable operating a matrix organization
  • You are goal oriented and know how to motivate, lead and manage others to deliver to these goals.
  • You thrive in a dynamic organization that is constantly growing.
  • You understand the business impact of operational improvements
  • You're ready for a start-up environment as part of a fast growing SAAS company

What skills do I need?

  • MS or higher in related engineering discipline (MBA preferred)
  • 10+ years work experience in leading professional services, management, management consulting, customer services operations or equivalent
  • Experience in commercial leadership at enterprise SaaS startups through growth stage scale-up
  • A successful track record of running a complex, worldwide customer and professional Services organization, including team building, organizational development and driving positive mindset and cultural changes.
  • Experience working with multi-divisional, multi-geographical customers and managing stakeholders across multiple functions
  • Interpersonal, written and oral communication skills, including running meetings and delivering executive-level presentations
  • A proven track record of meeting and exceeding customer and professional service financial KPIs.
  • Understands the strategy required to consistently improve operation and organization.
  • Comfortable and savvy working across multiple cultures.
  • Ability to lead, inspire and motivate and align a team of industry experts and specialists towards transformational changes.
  • A strong track record of the ability to streamline process and drive process standardization and repeatability, including aligning cross-functional stakeholders.
  • Strong business and financial acumen.
  • Skilled in planning, organizing, prioritizing, negotiating, and communication.
  • Excellent verbal and written communication and customer facing skills.
  • Highly articulate, with excellent writing and presentation skills.
  • A proven record of hands-on involvement in project implementation and delivery.
  • Extensive experience in the software or process industries.
  • Attention to detail and process with sound financial management skills.
  • Experience in delivering, implementing or managing projects for complex operational systems in at least 2 major industry verticals, preferably SaaS solutions.
  • Experience building a program for and working with service delivery partners in an integrated global implementation environment.

Experience that's a plus:

  • Manufacturing and operations, Lean/ Six Sigma
  • Agile and/or scrum methodologies
  • Understanding and experience with MES, ERP, and WMS

Key Responsibilities:

  • Directly responsible for the services P&L and the company's gross and net retention KPIs
  • Foster a customer-centric culture throughout the organization by advocating for the voice of the customer in strategic decision-making.
  • Work with the leadership team to establish and maintain company goals, budgets, strategies, vision, culture, and direction.
  • Provide executive oversight with planning, developing and managing the Tulip customer adoption journey, customer operations, and customer onboarding.
  • Works closely with sales, marketing and other commercial functions to help properly define client expectations and support methodologies to ensure overall organizational success.
  • Implement and manage customer feedback loops to gather insights and drive product and service enhancements.
  • Mentor and develop customer success leaders and team members, fostering a culture of continuous learning and professional growth.
  • Develop and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and advocate for their needs.
  • Develop and implement global customer success and account management strategies that align with the company's objectives and drive customer satisfaction, retention, and expansion.
  • Establish and oversee regional customer success teams, ensuring consistent delivery of services across different geographies.
  • Guide the customer services organization to create, deliver and maintain the Tulip customer journey objectives and customer adoption.
  • Meet and exceed customer services goals consistently to drive increased value and productivity gains to our customers
  • Monitor and analyze customer success and professional services metrics and KPIs to identify trends, challenges, and opportunities for improvement.

Key Collaborators:

  • Customer's key stakeholders and sponsors
  • Customer Success
  • Customer SupportProduct & Ecosystem
  • Sales & Account Management
  • Channel and Delivery Partner

Working At Tulip

We are 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, Commuter Benefits, Parental Leave, and 401k
  • Flexible work schedule and unlimited vacation policy
  • Virtual company events and happy hours
  • Fitness subsidies

We are an equal opportunity employer and building a diverse team is our top priority. 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 manufacturing.