Customer Success Manager, Europe & UK

Tulu, Inc.; New York (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Base salary

Equity

Healthcare

401k

Office environment

Social events

Job summary

TULU is hiring a Customer Success Manager for Europe & UK. Based in New York but managing partners across Europe and the UK, you’ll own the portfolio, drive renewals, and ensure high adoption and satisfaction across multi-site accounts.

You’ll coordinate with operations, product, and finance to resolve issues and protect renewals. You’ll manage onboarding, usage tracking, and quarterly business reviews, using AI tools to automate reporting and renewal prep.

Qualifications

• Proven client-facing experience with multi-site or enterprise accounts.
• Strong renewal/retention track record and commercial sense.
• Analytical mindset; can tell a data-driven story and drive next steps.
• Excellent written and verbal communication with clients.
• Able to work across time zones and handle difficult conversations.

Responsibilities

• Own your portfolio across Europe and the UK; be the day-to-day contact.
• Manage renewals, track timelines, and flag churn risk early.
• Run regular business reviews showing value and impact.
• Collaborate with Finance on billing and overdue accounts.
• Provide Voice of the Customer to product and sales to shape roadmaps.
• Use AI tools to automate reporting and renewal tracking.

Skills

Client-facing communication

Account management

Renewal retention

Data-driven

Time-zone flexibility

AI fluency

Tools

Salesforce

Job description

Customer Success Manager, Europe & UK

New York | 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 200,000+ 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 at our New York HQ while your partners sit across Europe and the UK. The role calls for some flexibility on working hours, including occasional early-morning calls to meet partners in their time zone.

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.

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
• Flexibility to work across time zones, including occasional early-morning calls with European and UK partners
• 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:

• Base salary: $70,000 – $90,000 per year, based on experience and scope
• 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.