About Us
TULU revolutionizes urban living by promoting cost reduction and responsible consumption through its Usage Economy platform. Our IoT-based smart rental units offer essential items, leveraging data for optimized usage and personalized experiences. With operations in 30 cities across the US and Europe, we partner with leading landlords in residential, student housing, and ofce sectors, managing over 30,000 households and experiencing over 100% QoQ growth. Join our exciting journey today!
We’re looking for passionate, resourceful, and collaborative people to join Tulu. If you’re passionate about leveraging technology to make renting and purchasing more accessible, come join us!
What’s the opportunity?
We’re looking for an experienced Customer Success Manager to help us onboard, support and delight our customers.
This is a critical role in our growing business. We’re looking for someone who can build and lead a best-in class Customer Success program. You will develop the infrastructure to onboard new customers smoothly, equip them to adopt our platform effectively and ensure they achieve value as quickly as possible. An ideal candidate will have a proven track record in designing and executing customer success strategies within the real estate industry that promote loyalty and customer satisfaction, as well as in building and running a highly effective customer support function. You’ll be experienced at collaborating with high-performing teams (Sales, Product and Marketing) and able to set the direction for your function, but you also have a knack for working directly with key accounts to drive satisfaction, retention, and potential expansion.
What are my responsibilities?
- Serve as the primary contact for all B2B Customer Success requirements
- Be Tulu’s product expert, learning the ins and outs of our product and services so you can help our customers to understand, use and get the most out of Tulu
- Owning the end-to-end customer journey, from Sales handover to managing implementation to preventing churn, with a focus on maximizing adoption and delivering customer delight.
- Developing and implementing processes to ensure effective adoption and renewals, providing regular reports to leadership and customers on account on progress, opportunities and risks.
- Closely track customer’s satisfaction, taking a proactive approach to identifying opportunities for improvement and taking action to prevent potential churn.
- Implementing processes to ensure rapid response to customer support challenges, ensuring issues are escalated to the right stakeholders and coordinating across the company as needed.
What about my skills?
- At least 4 years of Customer Success experience, with a strong inclination towards Real Estate, Ideally should also have experience in customer support or communication (either directly or through team leadership).
- You have experience working within Customer Success teams and are experienced in developing and embedding best practices to deliver company goals.
- You thrive in a fast-paced environment and are impact driven, always willing to go the extra mile to get things done.
