The role
What you'll do
- 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?
- 5+ 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
Additional notes
Other
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: