Customer Success Manager

• 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

• 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

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