This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week.

Tulip, the leader in AI-native frontline operations, is helping companies around the world equip their workforce with composable, connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Tulip’s cloud-native, no-code platform, powered by embedded AI, is driving the digital transformation of industrial environments through composable, human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany, Hungary, Singapore, and Israel. Tulip has been recognized as a World Economic Forum Global Innovator, a 2024 Deloitte Technology Fast award winner, one of Energage’s Top Workplaces USA, and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work.”

The Role:

This is a strategic leadership role focused on the "Keep and Grow" side of the business. You will own the data models, system architecture, and AI-driven insights that empower our Customer Success (CS), Professional Services, and Support teams. Your mission is to turn customer data into a predictive engine that minimizes churn and maximizes expansion revenue.

About You:

You are a "Customer Data Architect" who understands that the real work begins after the initial sale. You thrive on untangling complex usage data to find the "signals" of a healthy (or at-risk) customer. You possess a "systems-first" mindset, naturally obsessed with creating scalable structures and clean data schemas that allow for advanced AI modeling. As a master communicator, you can translate complex retention analytics or "Gross Revenue Retention" (GRR) trends into clear, executive-level narratives. You are deeply curious about how AI can be leveraged for sentiment analysis, automated health scoring, and identifying "white space" opportunities for upselling within our existing global accounts.

What skills do I need?

• 8-10+ years in CS Ops, RevOps, or Strategic Analytics within a B2B SaaS environment (Usage-based or Composable software experience is a plus).
• Proven ability to drive system changes—specifically around Customer Health Scores, Churn Reason coding, and Renewal Management workflows in Salesforce or Planhat.
• Experience evaluating or deploying AI for post-sales, such as predictive churn modeling, NPS sentiment analysis, or AI-driven "Next Best Action" for CSMs.
• Advanced Modeling: Expert-level SQL and Excel/Sheets. Experience joining product usage data with CRM data.
• Deep experience with Sigma, Tableau, or Power BI.
• Advanced Salesforce knowledge; experience with CS-specific tools (Planhat specifically) is a plus.
• Experience leading LTV/CAC analysis, Renewal pricing strategy, and Services margin optimization.
• Bachelor degree in relevant field required. MBA preferred. 

Key Responsibilities:

• Build AI models to identify "At-Risk" customers using usage, support, and engagement data
• Develop models to find cross-sell/upsell opportunities in existing accounts
• Architect Health Score 2.0 with clean data to power automated CS playbooks
• Analyze Services impact on retention; define required "Attach Rate" for success
• Streamline renewals; build automated forecasting for renewals and contraction risks
• Own Retention Dashboard with real-time NRR and GRR metrics

Key Collaborators:

• Head of Customer Success
• To align on retention targets and health score definitions.
• Head of Professional Services
• To optimize services delivery and impact data.
• Finance
• To ensure retention and expansion data matches the financial "Source of Truth."
• Commercial leadership
• GTMO
• Product Team
• To bridge the gap between "Feature Usage" and "Customer Value."

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. 

We’re 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, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
• Flexible work schedule and unlimited vacation policy
• Learning & Development program 
• Virtual company events and happy hours
• Fitness subsidies
• An inclusive, dog-friendly office with diverse and inspiring colleagues

We are an equal opportunity employer. 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 frontline operations.

The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range posted, actual compensation will be determined depending on multiple factors including job-related knowledge & skills, experience, business needs, geographical location, market compensation data, and internal equity. Expected compensation ranges for this role may change over time. The salary range for this position is $120,000 - $165,000 per year, based on a level 4 (minimum) to a level 5 (maximum), and is eligible for on-target earnings (OTE). The final level will be determined during the interview process.