Customer Success Manager, Europe & UK

About TULU

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.

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 across our European and UK markets: keeping accounts healthy, tracking resident adoption, resolving issues with our operations team, and keeping every renewal on track.

You'll be based at our New York HQ while your partners sit across Europe and the UK. The role calls for some flexibility on working hours, including occasional early-morning calls to meet partners in their time zone.

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 across Europe and the UK, 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 Q  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…