16 ott - Milano
Tulip
As a Customer Success Manager (CSM), you will be 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 our customers maximize the value of the Tulip platform and achieve their business goals. In this role, 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. Onboarding & Relationship Management Guide new clients through a seamless transition experience to deliver fast time-to-value. Cultivate relationships across client organizations, from day-to-day users to executive sponsors.
Conduct Business Reviews: Drive Platform Utilization: Monitor platform usage and customer health metrics to proactively identify at-risk accounts and develop targeted intervention strategies Product Expertise: Partner with the Retail Excellence team to support successful feature launches and drive deeper user engagement.
Voice of the Customer: Gather client feedback and collaborate with the Product team to help influence our roadmap.
Support:
Monitor open support tickets and configuration requests to ensure timely resolution and account stability.
Own 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. 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 the ability to build credibility with executive stakeholders. Creative, solutions-oriented thinking, you can quickly diagnose complex situations, zoom out to see the bigger picture, and adapt your approach accordingly.
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 to tell a compelling story. Customer-centric mindset with a genuine desire to go the extra mile for the accounts you own.
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