Customer Success Manager, NYC

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 55+ 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

We're seeking a driven, customer-obsessed Customer Success Manager to become a strategic partner for our property management and landlord clients. You'll be responsible for driving adoption, maximizing engagement with TULU's smart units, and ensuring our partners achieve measurable ROI while delivering exceptional resident experiences.

This is a unique opportunity to join a hypergrowth startup with a passionate, talented team, and make a direct impact on our rapid global expansion. The potential for personal and professional growth is limitless.

Responsibilities:

• Own and grow a portfolio of property management and landlord accounts, driving onboarding, adoption, and renewal processes to meet or exceed retention and growth targets
• Proactively engage with clients (at least quarterly) through business reviews, presenting data-driven insights on engagement trends, customer health, and performance against client goals
• Develop, document, and optimize customer success processes, workflows, and automation tools (CRM systems) to enhance team efficiency and customer satisfaction
• Analyze customer data to identify trends and opportunities, generating regular reports on customer health, retention, and upsell metrics for leadership and the CS team
• Co-develop and implement customer health monitoring, retention strategies, and strategic initiatives that align with organizational goals and improve CS efficacy and client satisfaction
• Create and maintain training programs, playbooks, and enablement resources to equip the customer success team with best practices and collateral
• Develop client success stories and case studies, while serving as the voice of the customer to product, operations, and leadership teams

About You:

You're a relationship builder with an entrepreneurial mindset and a passion for helping clients succeed. You thrive in fast-paced environments, love solving problems, and have a natural ability to connect with people at all levels of an organization. You're equally comfortable presenting to executives and rolling up your sleeves to build processes and tools that scale.

You also have:

• 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role with process improvement responsibilities (experience in Prop-Tech, Real Estate Tech, or SaaS is a strong plus)
• Excellent communication and presentation skills—you can confidently present to executives and frontline teams alike
• Proven track record of managing client portfolios, driving adoption, and achieving retention/expansion goals
• Experience developing and optimizing customer success processes, workflows, and operational frameworks
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable strategies and reports
• Proficiency with CRM systems (Salesforce preferred) and customer success automation tools
• Experience creating training materials, playbooks, and enablement resources for customer-facing teams
• Solution-oriented mindset with the ability to navigate challenging situations and turn potential issues into opportunities
• Background in real estate, property management, or working with landlords (a big bonus)
• Self-starter mentality with superior organizational, project management, and time management skills
• Sense of urgency to achieve great things in life (essential)