Customer Success Manager

Tulip

. Serve as the primary advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients .

Posted 9/15/2026full-timeRemote • ItalyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within a SaaS environment, focusing on relationship building, product adoption, and retention strategies. Proficient in analyzing customer metrics and providing actionable insights to drive client engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementFluent in Italian, French, and EnglishData Analysis Using ExcelStrategic Relationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementProduct AdoptionRetention StrategiesData AnalysisOnboardingClient Success PlanningROI TrackingUpsellingCross-Selling

Soft Skills

Excellent Communication SkillsEmotional IntelligenceOrganizational SkillsCreative Problem SolvingCustomer-Centric Mindset

Tools & Technologies

Tulip PlatformExcel

Industry Keywords

SaaSClient ServicesStrategic Business ReviewsCustomer Health MetricsFeature Launches

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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