Customer Success ManagerNew York

Good Company VC; New York (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Stock options

Full benefits package

Paid time off

Job summary

TULU is seeking a Customer Success Manager in New York to own a portfolio of live building partners, drive renewals, and ensure healthy accounts. You’ll collaborate with operations, finance, and product to resolve issues and maximize value for landlords and residents.

Reporting to the Head of Customer Success, you’ll manage adoption, track usage, and build relationships across on-site managers and regional stakeholders. Strong communication and ownership are essential.

Qualifications

• 1–3 years in Customer Success, Account Management, or similar client-facing role (ideally multi-site or enterprise).
• Experience managing a portfolio with renewal/retention targets.
• Commercial instinct: understand how accounts generate value.

Responsibilities

• Own your portfolio: day-to-day contact for building partners and stakeholders.
• Manage renewal processes and flag churn risk early.
• Track usage, adoption, service levels, and satisfaction; conduct business reviews.
• Ensure invoices reflect contracted work and follow up on overdue accounts with Finance.
• Capture partner feedback and inform Product, Marketing, and Sales to shape offerings.
• Use AI tools to enhance reporting, renewal tracking, and operational efficiency.

Skills

Customer Success

Account Management

Renewals

Data-Driven

CRM (Salesforce)

Tools

Salesforce

Job description

Explore Opportunities in Mission-Driven Startups

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Customer Success ManagerNew York

Sales & Business Development, Customer Service

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 10 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: 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 Do

• Own 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 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.

What We're Looking For

• 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
• 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
• 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.

Compensation

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

Equity: Stock options, so you own a meaningful stake in TULU’s growth

Benefits: A full benefits package, including medical, dental, and vision coverage, 401(k), and paid time off