Customer Success Manager

🔥 0 minutes ago

🇮🇹 Italy – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tulip

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🛒 Retail

Consulting • Marketing • Retail

Tulip is a leading provider of cloud-based Clienteling and POS platforms, specializing in enhancing customer engagement and realizing the potential of omnichannel commerce. Trusted by retailers globally, Tulip's solutions include mobile-first, endless aisle-enabled POS systems and advanced analytics, helping enterprises address the complexities of modern retail with an emphasis on personalization and seamless service across online and in-store environments. Recently, Tulip has expanded its capabilities by acquiring Humankind, an innovative eCommerce clienteling solution provider, reinforcing its position as a market leader in integrated retail solutions.

📋 Description

• Serve as the primary advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients • Work across Sales, Product, and Support to help customers maximize the value of the Tulip platform and achieve business goals • Own a strategic book of business focused on relationship building, product adoption, net-revenue retention, and growth opportunities • Guide new clients through onboarding and enablement to deliver fast time-to-value • Cultivate relationships with users and executive sponsors across client organizations • Lead regular strategic business reviews to align goals, track ROI, and maintain momentum • Monitor platform usage and customer health metrics to identify at-risk accounts and develop intervention strategies • Partner with the Retail Excellence team on feature launches and deeper user engagement • Gather customer feedback and collaborate with Product to influence the roadmap • Monitor support tickets and configuration requests to ensure timely resolution and account stability • Develop and maintain client success plans aligned with strategic objectives, ROI, and milestones • Own the renewal process and drive high retention rates through proactive planning and engagement • Identify and qualify upsell and cross-sell opportunities in collaboration with Sales • Travel for monthly on-site client visits

🎯 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 the ability to build credibility with executive stakeholders • Strong organizational skills with the ability to manage multiple client priorities simultaneously without dropping the ball • Creative, solutions-oriented thinking; ability to quickly diagnose complex situations, see the bigger picture, and adapt accordingly • Demonstrated ability to learn products deeply and translate that knowledge into clear, practical guidance for customers • Comfortable working with data and able to analyze and present metrics using Excel or similar tools • Collaborative, dependable, and enthusiastic approach • Customer-centric mindset with a genuine desire to go the extra mile for owned accounts

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting