Summary

Toku is looking for a Customer Success Manager focused on developing and maintaining relationships with customers. Your job is to ensure that our customers love working with Toku. The role involves solving any problems regarding payroll, employment, token grants, and immigration - globally.

Our Customer Success teams are subject matter experts on managing payroll and token grants. We require every team member to have a background in payroll, either in-house or at a payroll provider/EOR.

This hands-on role combines foundational expertise in payroll with customer relationship management. The ideal candidate will ensure payroll accuracy and compliance while acting as a trusted point of contact for clients and delivering excellent service and support.

Responsibilities

1. Be a trusted partner for our customers and their employees, ensuring they have an exceptional experience at every stage of their journey with Toku. You’ll be their go-to person, making sure they feel supported, valued, and confident in our services.
2. Continuously improve our processes by identifying inefficiencies, suggesting better workflows, and helping to scale our operations in a way that enhances customer satisfaction and overall efficiency.
3. Own customer relationships end-to-end, ensuring smooth onboarding for both contractors and employees, proactive account management, and ongoing support that meets each client’s unique needs.
4. Work cross-functionally with sales, payroll, token compensation, and product engineering to make sure customer needs are met, issues are resolved quickly, and our services continue to improve.
5. Anticipate and solve challenges before they become problems, ensuring customers never feel stuck or unsupported. Whether it’s getting payroll questions answered or making sure an onboarding experience is seamless, you’ll be on top of it.
6. Advocate for our customers, gathering their feedback and working with internal teams to improve our product, service, and overall experience.
7. Help build and refine customer success strategies, developing best practices and scalable processes that drive engagement and long-term customer success.
8. Build strong, long-term relationships by being proactive, helpful, and genuinely invested in our customers' success—earning their trust and loyalty along the way.
9. Communicate clearly and effectively, whether over email, in meetings, or on calls. You should be able to break down complex issues into simple, actionable steps that make customers feel confident and informed.

Minimum Qualifications

1. Bachelor's degree in a relevant field or equivalent practical experience.
2. 3+ years in a payroll role either in-house or at an external payroll provider
3. Experience in managing internal and external stakeholders, resolving problems while managing relationships.
4. Excellent written and verbal communication skills to effectively engage and build rapport with customers.
5. Customer-centric mindset, with a genuine passion for helping customers succeed.
6. Strong problem-solving abilities with a focus on delivering solutions.
7. Analytical mindset with the ability to leverage data to make informed decisions and recommendations.
8. Self-motivate, proactive, independent worker that thrives in a fast-paced environment.

Skills

• Analytical Thinking
• Client Servicing
• Communications Skills
• Problem Solving