Customer Success Manager

About Toku:

In the thriving crypto industry undergoing rapid growth, regulatory compliance has become crucial for sustainable development. Toku aims to support organizations during this regulatory transition phase by offering solutions that help them navigate changing regulations seamlessly and remain compliant.

Toku provides products that empower crypto-native enterprises to compensate their teams using fiat and tokens across over 100 global teams. Notable clients of Toku include Aragon, Astar, dYdX, Filecoin Foundation, Gitcoin, Gnosis, Hedera Hashgraph, Protocol Labs, Teller, Safe, and Storyverse, among others.

Ensuring legal management of token compensation and tax compliance, Toku plays a vital role in facilitating the widespread adoption of digital assets by companies. The company has secured significant funding and backing from various investors to advance its mission in the crypto payroll industry.

About the Role:

As a Customer Success Manager at Toku, your focus will involve cultivating and sustaining meaningful relationships with clients. Your responsibilities will revolve around understanding their organizational objectives and guiding them in leveraging Toku's platform effectively to achieve their business goals.

Responsibilities:

• Act as the primary point of contact for assigned customer accounts, fostering strong relationships through consultation and support.
• Tailor strategies to help customers achieve success using the Toku platform by understanding their needs and objectives.
• Collaborate with various teams to ensure a seamless customer experience and address inquiries effectively.
• Regularly engage with customers to assess satisfaction levels, identify areas for improvement, and offer guidance on best practices.
• Monitor customer engagement with the platform, driving customer value and retention through proactive actions.
• Identify upsell opportunities within existing accounts in collaboration with the sales team.
• Advocate for customers within Toku, providing feedback to enhance product development and overall customer experience.
• Develop and present customer success metrics to monitor progress, demonstrate value, and identify growth opportunities.
• Stay abreast of industry trends and competitive landscape to offer strategic guidance and support to customers.
• Mentor and support junior members of the customer success team as needed.

Minimum Qualifications:

• Bachelor's degree in a relevant field or equivalent practical experience.
• 5+ years of experience in customer success roles within technical product companies.
• Demonstrated expertise in customer success or account management, particularly in technical product environments.
• Strong communication skills to engage effectively with customers.
• Customer-centric approach with a passion for facilitating customer success.
• Problem-solving skills focused on delivering solutions.
• Organizational and project management capabilities to manage multiple customer accounts concurrently.
• Analytical mindset to leverage data for decision-making.
• Proactive, self-motivated individual comfortable in fast-paced environments.
• Team player with effective collaboration skills.

Nice to Have:

• Entrepreneurial experience or project development background.
• Experience in SaaS, fintech, payments, finops, revops, or related fields.
• Prior experience in EOR, PEO, HR, or payroll disciplines.

Benefits and Compensation:

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

Toku is an equal opportunity employer, committed to fostering a diverse and inclusive workforce. We encourage applications from individuals regardless of gender, race, religion, sexual orientation, age, disability status, veteran status, or other protected characteristics. Women, minorities, LGBTQ+ individuals, and candidates from underrepresented backgrounds are encouraged to apply.