Global Director, Customer SuccessNew York

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20 jobs
· 22 companies

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…