Customer Success Manager

Job Description

About Toku:

The cryptocurrency industry has seen significant growth in recent years, which has led to the need for regulation. At Toku, we believe that regulation is a positive development as it allows the crypto industry to expand its reach globally.

We aim to be a leading company in the transition from pre-regulation to post-regulation within the cryptocurrency space. Toku provides products that enable crypto-native companies to compensate their teams compliantly, using both fiat currency and tokens. Our customer base includes well-known companies such as Aragon, Astar, dYdX, Filecoin Foundation, Gitcoin, Gnosis, Hedera Hashgraph, Mina, Protocol Labs, Teller, Safe, and Storyverse.

Using tokens to pay workers is a practical and widely applicable use of cryptocurrency. Toku ensures that the legal requirements for worker compensation using tokens are met, including the payment of proper taxes. This is crucial for the industry's growth in a post-regulation era.

Toku has received $20 million in funding from notable investors, including Blockchain Capital, Protocol Labs, GMJP, OrangeDAO, Orrick, Reverie, Quantstamp, Next Web Capital, and prominent angel investors such as Juan Benet, founder of Protocol Labs, and Nikil Viswanathan and Joe Lau, co-founders of Alchemy.

To learn more about Toku, you can visit our website at https://www.toku.com.

About the Role:

Toku is currently seeking a Customer Success Manager who will be responsible for developing and maintaining relationships with our customers. In this role, you will work closely with our customers to understand their business objectives and help them achieve success through our partnership.

As a Customer Success Lead at Toku, you will bring a consultative and pragmatic approach to the role. You will play a key role in driving growth and strengthening customer loyalty by collaborating with various teams, such as Sales, Customer Support, Product & Engineering, and Legal, to find creative solutions.

Responsibilities:

• Establish and nurture strong relationships with assigned customer accounts through consultation, education, and support.
• Gain a deep understanding of customer objectives, challenges, and desired outcomes, and develop customized strategies to help them succeed using our Toku platform.
• Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure excellent customer experiences and effective resolution of customer needs and inquiries.
• Conduct regular check-ins with customers to assess satisfaction levels, identify areas for improvement, and provide guidance on best practices.
• Monitor customer usage, adoption, and engagement with the Toku platform proactively, taking appropriate actions to enhance customer value and retention.
• Identify opportunities for upselling within existing accounts and work with the Sales team to drive revenue growth.
• Serve as a customer advocate within Toku, providing valuable feedback and insights to influence product roadmap decisions and enhance the overall customer experience.
• Develop and deliver customer success metrics, reports, and presentations to track progress, demonstrate value, and identify areas for improvement.
• Stay updated on industry trends, best practices, and competitive landscape to effectively support customer requirements and offer strategic guidance.
• Act as a mentor and resource for junior members of the customer success team, providing guidance and support when needed.

Minimum Qualifications:

• Bachelor's degree in a relevant field or equivalent practical experience.
• 5+ years of experience in a customer success role at companies offering highly technical products.
• Proven expertise in customer success or account management, particularly in companies operating in highly technical industries.
• Excellent written and verbal communication skills to engage effectively with customers and build relationships.
• Customer-centric mindset with a genuine passion for helping customers succeed.
• Strong problem-solving abilities with a focus on providing solutions.
• Excellent organizational and project management skills to manage multiple customer accounts simultaneously.
• Analytical mindset, leveraging data to make informed decisions and recommendations.
• Self-motivated and proactive, thriving in a fast-paced environment.
• Strong team player, collaborating effectively across various functions and teams.

Nice to Have:

• Experience in founding a company or working on side projects.
• Knowledge of EOR, PEO, HR, or Law.
• Familiarity with SaaS (Software-as-a-Service), fintech, payments, finops, revops, or related industries.

Benefits and Compensation:

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

Toku is an equal opportunity employer and values diversity, aiming to cultivate a team with a wide range of backgrounds, perspectives, and experiences. We are committed to creating an inclusive work environment and do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability status, veteran status, or any other legally protected characteristics. Women, minorities, LGBTQ+, and individuals from underrepresented backgrounds are strongly encouraged to apply.

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