Global Director, Customer Success — Growth & Strategy

Good Company VC; New York (NY); Híbrido; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

TULU is seeking a Global Director of Customer Success to own post-sale relationships with building partners and drive growth across the existing portfolio. Based in New York, this senior role leads a small global team and reports to the COO.

You will own retention, renewals, strategic client engagement, and account expansion across NA and EU/UK, enabling AI-driven insights and scalable processes. The role combines customer success, commercial strategy, and operations in a fast-moving startup

Formación

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing commercial role.
• Experience managing enterprise or multi-site accounts.
• Strong commercial mindset and understanding of revenue and economics.
• AI tools experience in day-to-day work; curiosity to automate.
• Excellent written and verbal communication with senior clients.
• Ownership mindset and ability to drive outcomes.

Responsabilidades

• Team Leadership - Manage a global team of CSMs across NA and EU/UK.
• Customer Retention & Renewals - Own retention and renewal strategy across 500+ buildings.
• Strategic Client Engagement - Serve as senior relationship owner for key accounts.
• Account Expansion - Identify and promote expansion opportunities within existing accounts.
• Billing & Collections - Oversee billing accuracy and collections performance.
• Cross-Functional Partnership - Collaborate with Sales, Product, Marketing and Operations.
• Reporting & Insights - Own account health metrics and revenue reporting; use AI to derive insights.
• AI-Enabled Ways of Working - Build automated QBR prep and renewal tracking.

Conocimientos

Customer Success

Account Management

Enterprise Accounts

AI fluency

Analytical thinking

Communication

Herramientas

Salesforce

Descripción del empleo

Explore Opportunities in Mission-Driven Startups

21 jobs · 22 companies

Global Director, Customer SuccessNew 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

TULU is experiencing tremendous growth and entering its next phase - and we're looking for an experienced, creative, and hungry Global Director of Customer Success to own the post-sale relationship with our building partners and drive strategic growth across our existing portfolio.

This is a senior, high-impact role sitting at the intersection of customer success, commercial strategy, and operations, reporting directly to the COO.

You'll lead a global team of three Customer Success Managers across North America and EU/UK, own retention and renewal outcomes, work cross-functionally across the company, and play a significant role in expanding TULU's footprint within existing accounts.

This is a revenue-generating, relationship-defining, and company-shaping role.

Responsibilities:

Team Leadership - Manage and develop a global team of CSMs across North America and EU/UK. Set the standard for how we engage clients, run QBRs, and manage account health. Coach your team to be proactive, not reactive.

Customer Retention & Renewals - Own retention and renewal strategy across a 500+ building portfolio. Oversee QBRs, churn-prevention conversations, and multi-stakeholder renewal processes with some of the world's largest real estate operators.

Strategic Client Engagement - Serve as the senior relationship owner for key accounts. Participate in new building launches, resident marketing initiatives, and ongoing performance reviews. Ensure operational standards consistently meet expectations - and know what's happening in every building before the customer does.

Account Expansion - Support our Sales team in identifying and promoting expansion opportunities within existing accounts. Help build the playbook for systematically identifying these opportunities as part of the Customer Success rhythm, growing within enterprise portfolios, and turning successful buildings into broader relationships.

Billing & Collections - Own billing accuracy and collections performance across your portfolio. Make sure invoices reflect what was actually contracted and delivered, and drive timely payment on every account. You hold the relationships, so you own the escalation path on aging receivables: partner with Finance to resolve disputes quickly, keep DSO in line, and make sure a billing problem never becomes a renewal problem.

Cross-Functional Partnership - Work closely with Sales, Product, Marketing, and Operations to ensure the customer voice shapes what we build, how we operate, and how we communicate.

Reporting & Insights - Own account health metrics, NPS, retention, expansion, and revenue reporting. Build and maintain that reporting yourself using AI tooling to turn data into insights and insights into action.

AI-Enabled Ways of Working - Use AI to get the output of a much larger team out of a small one. Build your own reports and dashboards, automate the repetitive parts of QBR prep, renewal tracking, and account health monitoring, and turn what works into repeatable workflows your CSMs can run themselves.

TULU Is Not For Everyone

TULU is not for everyone — we’re looking for those with a strong sense of urgency to achieve great things in life. Overachievers who seek a place that fulfills their desire to expand personal and professional horizons through big challenges, hard work, bold responsibilities, purpose-driven teamwork, and a willingness to fail and learn.

If that’s the kind of environment you’re looking for, applying to join TULU could be the best first step in your journey.

About You

You are hungry, commercially oriented, tech-savvy, and results-driven — a true hustler with a strong can-do mentality, ownership, and determination to get things done. You’re an all-around player who knows how to execute both internally and externally, put out fires, and build the processes to prevent them next time.

You thrive in fast-paced, high-performance, high-growth environments and are passionate about building, refining, and executing customer success strategies for revolutionary, real-world businesses.

You also have:

5+ years of experience in Customer Success, Account Management, or a similar client-facing commercial role, including direct experience managing a team of CSMs

Experience managing enterprise or multi-site accounts - the kind where relationship depth is the moat

Strong commercial mindset - you understand revenue, unit economics, and how to make decisions based on economic value

AI fluency - you already use AI tools in your day-to-day work and actively look for new places to apply them. No coding experience required, only curiosity and a willingness to experiment

Strong analytical instincts - you use data to identify problems, tell stories, and drive decisions

A build-the-system instinct - when you catch yourself doing something manually for the third time, your reflex is to automate it and hand the automation to your team

Excellent written and verbal communication skills; polished with senior clients and clear internally, and also comfortable with the harder conversations - a past-due invoice, a service failure, or a price increase with a client you're simultaneously trying to renew

A strong sense of ownership and urgency; you're comfortable being accountable for outcomes, not just activities

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

Proptech or residential real estate experience is a strong plus

Experience with Salesforce or similar CRM/CS tooling preferred