About Company
Toku is the first comprehensive, global solution for token compensation & tax compliance. Toku’s comprehensive suite of services include: token-based payroll, token-based grant administration, employment and tax compliance, and WorkDAO – a unique set of employment and compensation services tailored for the needs of decentralized autonomous organizations (DAOs). Amidst an environment of increasing regulatory scrutiny in web3, Toku provides their customers peace of mind with 100% tax compliance on all token-based compensation in over 100 countries globally.
Job Description
Summary
Toku is looking for a Senior Manager of Customer Success to lead our efforts in building exceptional customer experiences while driving process improvements and client retention. In this role, youll own complex client relationships end-to-end, ensure operational excellence in payroll and benefits delivery, and help scale our customer success function as we grow.
Youll bring deep expertise in payrollideally with global exposureand a strong track record of improving internal processes and driving measurable results in client satisfaction and retention. Youll also be responsible for guiding a team, building scalable strategies, and acting as a strategic partner to our customers and internal teams.
Responsibilities
- Serve as a strategic partner and escalation point for high-value clients, owning the relationship from onboarding through renewal, and ensuring continued satisfaction and loyalty.
- Champion process improvement across the Customer Success functionidentify inefficiencies, build and document scalable workflows, and drive cross-functional alignment to improve operational effectiveness.
- Drive client retention and satisfaction by understanding customer goals, proactively identifying risks, and taking action to resolve issues before they escalate.
- Bring a hands-on, solution-oriented approach to complex payroll and benefits issues, ensuring accurate, timely, and compliant service delivery.
- Collaborate closely with internal teamspayroll, benefits, token compensation, engineering, and salesto ensure customer needs are met and process handoffs are seamless.
- Lead initiatives to improve the customer journey, incorporating data, feedback, and root cause analysis to drive continuous improvement.
- Develop and implement best practices for onboarding, engagement, and support that align with customer segments and business goals.
- Support, mentor, and help grow a team of customer success professionals, fostering a proactive, solutions-driven culture.
- Act as a voice of the customer internallysurface feedback, identify patterns, and work with product and leadership teams to improve offerings and experience.
- Represent Customer Success in cross-functional strategy conversations and assist in quarterly planning, KPI tracking, and forecasting.
Minimum Qualifications
- Bachelor's degree in a relevant field or equivalent practical experience.
- 5+ years of experience in customer success or client services, with at least 2 years in a senior or managerial capacity.
- 3+ years of experience in payrolleither in-house or at a payroll provider or EOR.
- Working knowledge of employee benefits, with an understanding of global employment challenges preferred.
- Demonstrated success in improving internal processes and driving customer retention in a SaaS or services-based environment.
- Proven ability to manage complex projects, solve challenging problems, and influence across cross-functional teams.
- Exceptional communication skills with the ability to clearly explain complex concepts to diverse audiences.
- Strong data and analytical skillsyou can interpret trends, track KPIs, and make strategic decisions based on insight.
- Self-starter with a high sense of ownership and the ability to operate effectively in a fast-paced, evolving environment.
Skills
- Customer Relationship Management (CRM)
- Effective communication
- Problem-solving
