Customer Success Manager

About Us

TULU creates a new way of living that helps people reduce their cost of living in the city while fostering more responsible consumption patterns to accommodate the trend of smaller living spaces.

TULU’s Usage Economy platform, elevates products and brands to win immediate consumers' needs using IoT-based smart rental units that are customized to provide the most necessary and useful items, while leveraging data to analyze behavioral patterns, optimizing usage, refining inventory, and creating a personalized experience for our users.

We are a global company that operates in 50 cities across the US and Europe, already working with the largest landlords in the world, in residential buildings, student housing, and offices, with 30,000+ households under management with over 100% QoQ growth and a very exciting wait-list.

About You

You are an absolute doer and a critical thinker, who is creative, analytical, results-driven and business-oriented. You are customer-obsessed and know how to build trust and deep relationships and translate customers' requests into actionable plans.

You look to be measured by your results, embrace the long roads, know what success looks like, and you’ll be restless until you achieve it. A people’s person with great passion to build, execute, grow and optimize revolutionary real-life businesses, with a huge impact on the way we live. You also have:

• At least two years of experience building and managing B2B customer relationships (experience working in SaaS and/or retail or prop-tech companies is a plus)
• Strong understanding of customer psyche
• Excellent verbal and written communication and in-person and virtual presentation skills
• Expertise in leveraging customer relations to meet business objectives
• Ability to work individually and within a highly collaborative global team setting
• Analytical problem-solving skills with impeccable attention to detail
• Super creative mind with love for data
• Knowledge in data systems (Data studio and/or Tableau is a plus)
• Excel expertise (advanced Lookup functionality and structuring of pivot tables)
• Experience working with CRM tools (knowledge in SalesForce is a plus)
• Experience working in a global company (bonus)
• Sense of urgency to achieve great things in life (essential)

About the Role

We are looking for an outstanding, hungry, performance-driven, and customer-obsessed individual to own the success of TULU’s customers and craft and orchestrate all customer-related efforts, initiatives, and communication.

As our Customer Success Manager, you will own the relations with partners - landlords, owners, and developers, all from leading real estate companies - leveraging our unique value proposition to generate growth. You will be our customers’ single point of contact throughout the entire post-sale life cycle - onboarding, implementation, ongoing, expansion, and upsells - use best-in-class tools and data systems and sit in the intersection of Sales, Product, Marketing, and BizDev.

You will join an extremely passionate and talented global team of engineers, designers, architects, marketers, data scientists, and more, use cutting-edge technologies and practices, work directly with the Head of Sales, and have a significant role in laying the foundations for TULU’s rapid growth and expansion towards creating the future of consumption habits. In this role, you will:

• Produce monthly and quarterly revenue reports, emphasizing key metrics and resident satisfaction to showcase benefits and drive retention.
• Cultivate and expand client relationships through creative engagement strategies.
• Coordinate with Customer Support and operations to address client concerns promptly.
• Identify and pursue business opportunities tailored to client needs.
• Manage post-sale relations to ensure smooth transitions and client satisfaction.
• Monitor building performance and collaborate on optimization strategies.
• Drive revenue growth through contract renewals and upsell opportunities.
• Track KPIs and provide insights to inform strategic decisions and initiatives.

• Competitive base salary range beginning at $65k annually and share options.