Customer Success Manager

About Toku

At Toku, we specialize in providing cutting-edge global compensation and employment solutions. Our innovative platform offers real-time tax calculations, a unified global API for employment needs, and seamless processing of non-monetary compensations like stock or token grants.

Toku is an essential partner for crypto companies and their legal representatives during token generation events (TGE) and launches. Our flagship product, Token Grant Administration (TGA), serves as a robust token cap table management system, which has rapidly grown to handle billions of dollars in on-platform value within a short span.

Having secured a $20 million investment from a consortium spearheaded by Blockchain Capital, Toku boasts support from a range of notable investors, including Protocol Labs founder Juan Benet and Alchemy co-founders Nikil Viswanathan and Joe Lau.

About the Role

We are seeking a Customer Success Manager who will be dedicated to fostering and managing strong client relationships at Toku. The primary aim of this role is to ensure that our clients have a positive experience using our services. This position involves addressing and resolving various issues related to payroll, employment, token grants, and global immigration matters.

Successful candidates for our Customer Success team must possess a solid background in payroll management, gained from either in-house experience or working with external payroll providers/EORs.

This hands-on role combines expertise in payroll management with a focus on customer relationship management. The ideal candidate will guarantee precision and compliance in payroll services while serving as a reliable point of contact for clients, delivering exceptional service and support.

Responsibilities

• Serve as the initial point of contact for clients, addressing payroll-related queries and handling routine issues.
• Assist clients throughout the onboarding process to ensure a smooth transition to our payroll services.
• Troubleshoot any payroll discrepancies or errors, collaborating with internal teams and local partners to swiftly resolve issues.
• Escalate complex payroll or compliance concerns to senior team members for prompt resolution and client communication.
• Collaborate with different teams within the organization to provide seamless customer experiences and effectively address customer inquiries.
• Conduct regular client check-ins to evaluate satisfaction levels, recognize areas for improvement, and offer guidance on best practices.
• Aid in processing employee payrolls, ensuring accurate wage calculations, proper deductions, and compliance with local regulations.
• Coordinate with stakeholders to guarantee accurate payroll execution, aligned with specific country laws, and manage payroll submissions including salary adjustments, bonuses, and deductions.

Minimum Qualifications

• A Bachelor's degree in a relevant field or equivalent practical experience.
• A minimum of 3 years in a payroll role, either in-house or with external payroll providers.
• Experience in managing internal and external stakeholders, adept at problem-solving while maintaining relationships.
• Strong written and verbal communication skills that foster effective customer engagement.
• Customer-centric approach with a genuine dedication to helping customers achieve success.
• Excellent problem-solving skills, focused on delivering practical solutions.
• Analytical mindset with the ability to utilize data for informed decision-making.
• Self-motivated, proactive, and independent worker who excels in a fast-paced environment.

Benefits and Compensation

• Remote-first work culture
• Flexible working hours
• Competitive salary
• Competitive equity
• Apple laptop

Toku is an equal opportunity employer striving for diversity across our team. We value different backgrounds, perspectives, and experiences and do not discriminate based on various legally protected characteristics. We strongly encourage applicants from underrepresented communities, including women, minorities, LGBTQ+, and individuals with diverse backgrounds to apply.

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