ppAs 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.
/ppIn 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.
/ph3Responsibilities: /h3h3Onboarding Relationship Management /h3ullibChampion Enablement: /b Guide new clients through a seamless transition experience to deliver fast time-to-value.
/lilibBuild Trusted Partnerships: /b Cultivate relationships across client organizations, from day-to-day users to executive sponsors.
/lilibConduct Business Reviews: /b Lead regular strategic reviews (CBRs/EBRs) to align on goals, track ROI, and maintain momentum /li /ulh3Adoption Engagement /h3ullibDrive Platform Utilization: /b Monitor platform usage and customer health metrics to proactively identify at-risk accounts and develop targeted intervention strategies /lilibProduct Expertise: /b Partner with the Retail Excellence team to support successful feature launches and drive deeper user engagement.
/lilibVoice of the Customer: /b Gather client feedback and collaborate with the Product team to help influence our roadmap.
/lilibSupport: /b Monitor open support tickets and configuration requests to ensure timely resolution and account stability.
/li /ulh3Retention Growth /h3ullibStrategic Planning:



/bDevelop and maintain success plans for each client that align to their strategic objectives, expected ROI, and key milestones.
/lilibOwn Renewal Process: /bfor your assigned book of business, driving high retention rates through proactive planning and engagement.
/lilibUnlock Growth: /bIdentify and qualify upsell and cross-sell opportunities rooted in each client's evolving needs, collaborating closely with the Sales team.
/li /ulh3Responsibilities: /h3ulliBased in or around Milan, Italy.
/liliFluent in Italian, French, and English (written and spoken).
/liliAbility to travel for monthly on-site client visits.
/lili3–5 years of experience in Customer Success, Account Management, or Client Services within a SaaS environment.
/liliExcellent written and verbal communication skills with high emotional intelligence and the ability to build credibility with executive stakeholders.
/liliStrong organizational skills with the ability to manage multiple client priorities simultaneously without dropping the ball.
/liliCreative, solutions-oriented thinking, you can quickly diagnose complex situations, zoom out to see the bigger picture, and adapt your approach accordingly.
/liliDemonstrated ability to learn products deeply and translate that knowledge into clear, practical guidance for customers.
/liliComfortable working with data: able to analyze and present metrics using Excel or similar tools to tell a compelling story.
/liliA collaborative, dependable, and enthusiastic approach, bringing the same energy to internal teammates as you do to your clients.
/liliCustomer-centric mindset with a genuine desire to go the extra mile for the accounts you own.
/li /ul /p #J-*****-Ljbffr

📌 Customer Success Manager (Milano)
🏢 Tulip
📍 Milano