Customer Success Manager, Europe & UK

Tulu, Inc.; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Equity in the company

Medical, Dental and Vision

401k benefits

Collaborative in-office environment

Fun company social events

Job summary

TULU, Inc. is seeking a Customer Success Manager for Europe & UK to manage live building partner portfolios across London, Amsterdam, and Tel Aviv time zones. You will drive adoption, renewals, and customer satisfaction in a fast-paced, collaborative environment.

You’ll work closely with Sales, Operations, and Product, spending 6–8 weeks onboarding at NY HQ before taking the lead on your portfolio from multiple offices.

Qualifications

• 1-3 years in Customer Success or Account Management.
• Experience managing a portfolio with renewal targets.
• Commercial instinct to understand what accounts value.
• Analytical, data-driven problem solving.
• Excellent written and verbal communication with clients.
• Strong organizational skills across multiple accounts.
• Willingness to onboard at NY HQ for 6-8 weeks.
• AI fluency; no coding required, curiosity to apply tools.

Responsibilities

• Own your portfolio across Europe and the UK, as the day-to-day contact.
• Lead renewals and retention processes to secure on-time renewals.
• Track usage, adoption, service levels, and account satisfaction.
• Coordinate billing and collections with Finance to keep invoicing accurate.
• Close the loop with Service Delivery; share feedback to Product and Marketing.
• Build AI-enabled account reporting and renewal tracking with the team.

Skills

Customer Success

Account Management

Analytical

Communication

Organization

Onboarding

Salesforce

Tools

Salesforce

Job description

Customer Success Manager, Europe & UK

London / Amsterdam / Tel Aviv | In Person

About Us

TULU 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 15 seconds, someone around the globe is using TULU.

About the Role

Every 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 across our European and UK markets: keeping accounts healthy, tracking resident adoption, resolving issues with our operations team, and keeping every renewal on track.

You’ll be based in our London, Amsterdam, or Tel Aviv office, in close time-zone alignment with the partners you serve. Your first 6-8 weeks will be spent onboarding at our New York HQ, working side by side with the Customer Success, Sales, and Operations teams before you take over your portfolio.

This is a hands-on, client-facing role for someone who wants to be accountable for results, not just the relationship.

What you’ll own

Own Your Portfolio - Be the day-to-day, trusted point of contact for your building partners across Europe and the UK, 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 Everyone

We’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.

You also have

• 1-3 years in Customer Success, Account Management, or a similar client-facing role, ideally with B2B multi-site or enterprise accounts

• Experience managing a portfolio of accounts, ideally with renewal or retention targets

• Commercial instinct - you understand how your accounts make money and what they value

• Analytical comfort - you use data to spot a problem, tell the story, and drive the next step

• Excellent written and verbal communication; polished with clients and comfortable with the harder conversations - a past-due invoice, a service failure, or an unhappy property manager

• Strong organization and follow-through across many accounts at once

• Availability to spend your first 6-8 weeks onboarding at our New York HQ

• AI 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 experiment

• A strong sense of ownership and urgency - you're accountable for outcomes, not activities

• Comfort operating in a fast-moving, semi-chaotic startup environment

• Experience working with European or UK clients is a plus

• Bonus: fluency in one or more major European languages, such as German, French, Spanish, Italian, or Dutch

• Proptech, multifamily, or residential real estate experience is a strong plus

• Experience 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. 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.

Benefits and perks

In addition to the growth and impact you’ll have at TULU, we offer competitive salaries along with the following benefits:

• Equity in the company

• Medical, Dental and Vision

• 401k benefits

• A collaborative in-office environment with an open floor plan, fully stocked kitchen

• Fun company social events

TULU is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.