Customer Success Manager

At Toku, we specialize in advanced global compensation and employment services, providing innovative features like real-time tax calculations, a unified API for employment solutions, and streamlined processing of non-cash compensations such as stock grants. We have become a crucial partner for crypto companies and their legal teams during token generation events and launches. Our flagship product, Token Grant Administration (TGA), has rapidly grown in value since its launch in October.

Having raised significant funding from a consortium of investors, including prominent figures in the tech industry, Toku is now seeking a Customer Success Manager to build and maintain strong relationships with clients. This role involves addressing various customer queries related to payroll, employment, token grants, and immigration matters globally.

As part of the Customer Success team, you will be expected to have expertise in managing payroll services, whether gained internally or at a payroll provider or EOR. You will be responsible for ensuring payroll accuracy and compliance while delivering exceptional service and support to clients.

Key Responsibilities

• Serve as the primary point of contact for clients, addressing payroll-related issues and inquiries efficiently.
• Guide clients through the onboarding process to ensure a smooth transition to Toku’s payroll services.
• Investigate and resolve any payroll discrepancies or errors by collaborating with internal teams and external partners.
• Escalate complex payroll or compliance matters to senior team members and ensure timely solutions.
• Collaborate with different teams to provide seamless customer service and address client needs effectively.
• Conduct regular customer check-ins to evaluate satisfaction levels and offer necessary guidance for improvement.
• Assist in processing employee payroll accurately, including wage calculations, deductions, and adherence to local regulations.
• Coordinate with stakeholders to ensure correct and compliant payroll processing in accordance with country-specific laws.

Minimum Requirements

• Bachelor's degree in a relevant field or equivalent practical experience.
• 3+ years of experience in a payroll role, either in-house or at an external payroll provider.
• Proficiency in managing internal and external stakeholders, problem resolution, and relationship management.
• Strong communication skills to engage effectively with customers.
• Customer-focused mindset with a genuine interest in supporting customer success.
• Excellent problem-solving skills and the ability to deliver efficient solutions.
• Analytical mindset utilizing data for informed decision-making.
• Self-motivated, proactive, and able to work independently in a dynamic environment.

Benefits and Compensation

• Remote-first work culture.
• Flexible working hours.
• Competitive salary and equity opportunities.
• Provided Apple laptop.

Toku is dedicated to promoting diversity in its workforce and does not discriminate based on various attributes. Candidates from all backgrounds and experiences are encouraged to apply.