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TULU is a post-Series A IoT and smart-building platform that provides on-demand access to shared goods (vacuums, projectors, e-scooters, VR headsets, essentials) in residential buildings. Backed by $40M+ in funding, the company operates in 65+ cities across North America and Europe, serving 250,000+ households and partnering with major landlords and brands.
You will lead TULU's post-sale customer relationships as Global Director of Customer Success, reporting directly to the COO. This is a revenue-generating, strategic role at the intersection of customer success, commercial strategy, and operations.
Key Responsibilities:
• Team Leadership: Manage and develop a global team of three Customer Success Managers across North America and EU/UK. Set engagement standards, run QBRs, manage account health, and coach your team toward proactive client management.
• Customer Retention & Renewals: Own retention and renewal strategy across a 500+ building portfolio. Oversee QBRs, churn-prevention conversations, and multi-stakeholder renewal processes with major real estate operators.
• Strategic Client Engagement: Serve as senior relationship owner for key accounts. Participate in new building launches, resident marketing initiatives, and performance reviews. Maintain operational standards and stay ahead of customer issues.
• Account Expansion: Partner with Sales to identify and promote expansion opportunities within existing accounts. Build playbooks for systematically identifying growth opportunities and scaling successful buildings into broader relationships.
• Billing & Collections: Own billing accuracy and collections performance. Ensure invoices reflect contracted deliverables, drive timely payment, escalate aging receivables, and prevent billing issues from becoming renewal risks.
• Cross-Functional Partnership: Work with Sales, Product, Marketing, and Operations to ensure customer voice shapes strategy, operations, and communication.
• Reporting & Insights: Own account health metrics, NPS, retention, expansion, and revenue reporting. Build dashboards and use AI tooling to turn data into actionable insights.
• AI-Enabled Operations: Leverage AI to amplify team output. Build reports and dashboards, automate QBR prep and renewal tracking, and create repeatable workflows for your CSMs.
Requirements:
• 5+ years in Customer Success, Account Management, or similar client-facing commercial role, including direct experience managing a team of CSMs
• Experience managing enterprise or multi-site accounts where relationship depth is a competitive advantage
• Strong commercial mindset: understand revenue, unit economics, and economic value-based decision-making
• AI fluency: actively use AI tools in daily work and seek new applications (no coding required, only curiosity and experimentation)
• Strong analytical instincts: use data to identify problems, tell stories, and drive decisions
• Build-the-system instinct: automate manual processes and hand automation to your team
• Excellent written and verbal communication; polished with senior clients, clear internally, comfortable with difficult conversations (past-due invoices, service failures, price increases)
• Strong sense of ownership and urgency; accountable for outcomes, not just activities
• Comfort in fast-moving, semi-chaotic startup environments
• Proptech or residential real estate experience is a strong plus
• Salesforce or similar CRM/CS tooling experience preferred
