Customer Success Manager
TULU · New York, New York, United States
FULL TIMEpermanent
Job Description
About TULUTULU is revolutionizing the way people live by achieving a total understanding of their needs and behaviors. Our mission is to build the world’s most powerful product access and usage platform, driving smarter, more efficient, and sustainable consumption.Our IoT-powered, in-building smart units provide on-demand access to everything from vacuums and projectors to e-scooters, VR headsets, and everyday essentials — complemented by usage-based data and AI-driven insights that personalize experiences.Backed by $40M+ in funding, we are a post-Series A global company operating in 65+ cities across North America and Europe. We partner with the world’s largest landlords and brands, serving 250,000+ households — and every 10 seconds, someone around the globe is using TULU.
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
The RoleEvery TULU building is a partnership. A landlord trusted us with their residents, and the renewal is decided long before the contract comes up - in every review, every resolved issue, and every month residents keep using TULU.Reporting to our Head of Customer Success, you manage a portfolio of live building partners: keeping accounts healthy, tracking resident adoption, resolving issues with our operations team, and keeping every renewal on track.This is a hands-on, client-facing role for someone who wants to be accountable for results, not just the relationship.
What You'll DoOwn Your Portfolio - Be the day-to-day, trusted point of contact for your building partners, from on-site property managers to regional stakeholders. Know what's happening in every building before the customer does.Renewals & Retention - Retention is the main measure of this role. Manage the renewal process for your portfolio: track timelines, prepare the materials, flag churn risk early, and work with your Head of Customer Success to get renewals signed on time.Account Health & Business Reviews - Track usage, resident adoption, service levels, and satisfaction across your accounts. Run regular business reviews that show partners the value TULU delivers, and flag a slipping building early enough to fix it.Billing & Collections - Make sure every invoice reflects what was contracted and delivered, and own the follow-up on overdue accounts with Finance. A billing problem should never become a renewal problem.Voice of the Customer - Close the loop with Service Delivery on operational issues, and bring partner feedback to Product, Marketing, and Sales so it shapes what we build and how we operate. When you spot an opportunity to grow an account, flag it to your Head of Customer Success.AI-Enabled Ways of Working - Use AI to manage a bigger portfolio with less manual work. Build your own account reporting, automate QBR prep and renewal tracking, and share what works with the team.
TULU Is Not For EveryoneWe’re looking for people with a strong sense of agency—overachievers who want to achieve great things in life. Those who thrive on big challenges, hard work, bold responsibilities, and purpose-driven teamwork. People who see failure not as an end, but as a step toward learning and growth.If that’s the kind of environment you’re looking for, applying to TULU could be the best first step in your journey.
What We're Looking For1-3 years in Customer Success, Account Management, or a similar client-facing role, ideally with B2B multi-site or enterprise accountsExperience managing a portfolio of accounts, ideally with renewal or retention targetsCommercial instinct - you understand how your accounts make money and what they valueAnalytical comfort - you use data to spot a problem, tell the story, and drive the next stepExcellent written and verbal communication; polished with clients and comfortable with the harder conversations - a past-due invoice, a service failure, or an unhappy property managerStrong organization and follow-through across many accounts at onceAI fluency - you already use AI tools in your day-to-day work and actively look for new places to apply them. No coding required, only curiosity and a willingness to experimentA strong sense of ownership and urgency - you're accountable for outcomes, not activitiesComfort operating in a fast-moving, semi-chaotic startup environmentProptech, multifamily, or residential real estate experience is a strong plusExperience with Salesforce or a similar CRM preferred
Why Now?You'll be joining TULU at a moment of huge momentum - with a proven model, partnerships with some of the world's largest landlords, and a portfolio now scaling rapidly across markets.Customer Success is being built out as a dedicated function. xzbcwsv You'll manage real accounts from day one, help shape how TULU supports and retains its building partners, and see your work show up directly in renewals.
CompensationBase salary: $70,000 – $90,000 per year, based on experience and scopeEquity: Stock options, so you own a meaningful stake in TULU’s growthBenefits: A full benefits package, including medical, dental, and vision coverage, 401(k), and paid time off
The information below covers the role requirements, expected candidate experience, and accompanying qualifications.
The RoleEvery TULU building is a partnership. A landlord trusted us with their residents, and the renewal is decided long before the contract comes up - in every review, every resolved issue, and every month residents keep using TULU.Reporting to our Head of Customer Success, you manage a portfolio of live building partners: keeping accounts healthy, tracking resident adoption, resolving issues with our operations team, and keeping every renewal on track.This is a hands-on, client-facing role for someone who wants to be accountable for results, not just the relationship.
What You'll DoOwn Your Portfolio - Be the day-to-day, trusted point of contact for your building partners, from on-site property managers to regional stakeholders. Know what's happening in every building before the customer does.Renewals & Retention - Retention is the main measure of this role. Manage the renewal process for your portfolio: track timelines, prepare the materials, flag churn risk early, and work with your Head of Customer Success to get renewals signed on time.Account Health & Business Reviews - Track usage, resident adoption, service levels, and satisfaction across your accounts. Run regular business reviews that show partners the value TULU delivers, and flag a slipping building early enough to fix it.Billing & Collections - Make sure every invoice reflects what was contracted and delivered, and own the follow-up on overdue accounts with Finance. A billing problem should never become a renewal problem.Voice of the Customer - Close the loop with Service Delivery on operational issues, and bring partner feedback to Product, Marketing, and Sales so it shapes what we build and how we operate. When you spot an opportunity to grow an account, flag it to your Head of Customer Success.AI-Enabled Ways of Working - Use AI to manage a bigger portfolio with less manual work. Build your own account reporting, automate QBR prep and renewal tracking, and share what works with the team.
TULU Is Not For EveryoneWe’re looking for people with a strong sense of agency—overachievers who want to achieve great things in life. Those who thrive on big challenges, hard work, bold responsibilities, and purpose-driven teamwork. People who see failure not as an end, but as a step toward learning and growth.If that’s the kind of environment you’re looking for, applying to TULU could be the best first step in your journey.
What We're Looking For1-3 years in Customer Success, Account Management, or a similar client-facing role, ideally with B2B multi-site or enterprise accountsExperience managing a portfolio of accounts, ideally with renewal or retention targetsCommercial instinct - you understand how your accounts make money and what they valueAnalytical comfort - you use data to spot a problem, tell the story, and drive the next stepExcellent written and verbal communication; polished with clients and comfortable with the harder conversations - a past-due invoice, a service failure, or an unhappy property managerStrong organization and follow-through across many accounts at onceAI fluency - you already use AI tools in your day-to-day work and actively look for new places to apply them. No coding required, only curiosity and a willingness to experimentA strong sense of ownership and urgency - you're accountable for outcomes, not activitiesComfort operating in a fast-moving, semi-chaotic startup environmentProptech, multifamily, or residential real estate experience is a strong plusExperience with Salesforce or a similar CRM preferred
Why Now?You'll be joining TULU at a moment of huge momentum - with a proven model, partnerships with some of the world's largest landlords, and a portfolio now scaling rapidly across markets.Customer Success is being built out as a dedicated function. xzbcwsv You'll manage real accounts from day one, help shape how TULU supports and retains its building partners, and see your work show up directly in renewals.
CompensationBase salary: $70,000 – $90,000 per year, based on experience and scopeEquity: Stock options, so you own a meaningful stake in TULU’s growthBenefits: A full benefits package, including medical, dental, and vision coverage, 401(k), and paid time off
Details
| Company | TULU |
| Location | New York, New York, United States |
| Type | FULL TIME |
| Niche | general |
| Experience | permanent |