Customer Success Manager

About Toku

Toku is a prominent provider of compliance infrastructure tailored for cryptocurrency firms, allowing them to compensate their staff using tokens and stablecoins while complying with relevant tax laws on a global scale. The company serves a significant portion of crypto enterprises featured on Robinhood. Endorsed by leading investors, Toku is expanding rapidly to meet the increasing demand for compliance solutions amidst regulatory developments.

About the Role

Toku is seeking a Customer Success Manager dedicated to cultivating and sustaining strong relationships with clients. The primary objective is to ensure exceptional satisfaction among customers collaborating with Toku. This role entails resolving issues related to payroll, employment, token allocations, and immigration matters worldwide.

Customer Success Manager overlooks customer payroll and token grant management, necessitating previous experience in this domain either in-house or at a payroll provider. The position amalgamates foundational knowledge in payroll with customer care practices. The ideal candidate will focus on ensuring payroll precision and adherence to standards, serving as a reliable point of contact, and delivering superior service and assistance.

Responsibilities

• Establish trust with customers and their workforce to deliver an outstanding experience throughout their journey with Toku.
• Enhance operational efficiency and customer satisfaction through process enhancements and scaling operations.
• Manage customer relations comprehensively, from seamless onboarding to ongoing support tailored to individual client needs.
• Collaborate with various teams to address customer requirements promptly, improve services, and enhance overall customer experience.
• Proactively identify and mitigate challenges, ensuring customer needs are continuously met.
• Gather customer feedback and collaborate internally to enhance products and services.
• Participate in refining customer success strategies to boost engagement and long-term success.
• Build enduring customer relationships by being proactive, supportive, and genuinely invested in their success.
• Communicate effectively to ensure customers are informed and confident.

Minimum Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• 3+ years in a payroll role, either in-house or at an external provider.
• Proficiency in managing stakeholder relationships, conflict resolution, and strong communication skills.
• Customer-centric mindset and a genuine desire to support customer success.
• Strong problem-solving skills with a data-driven approach to decision-making.
• Proactive, self-motivated, and adept at working in a dynamic environment.

Benefits and Compensation

• Remote-first work environment
• Flexible working hours
• Competitive salary and equity package
• Apple laptop provided

Toku is committed to fostering a diverse and inclusive workforce, welcoming individuals from a wide range of backgrounds and experiences. The company promotes equal employment opportunities and encourages candidates of varied backgrounds to apply.