Senior Customer Success Manager

About Toku

The cryptocurrency industry has seen tremendous growth in recent years, accompanied by the necessary advent of regulation. Viewed positively, regulation facilitates increased adoption within the industry.

Organizations facilitating the transition from a pre-regulation to post-regulation environment will be pivotal in the industry's future. Toku is set to be among these crucial companies.

Toku's product offerings cater to crypto-native companies, allowing them to compliantly compensate their teams globally in both fiat and tokens, across over 100 countries. A growing list of prominent customers includes Aragon, Astar, dYdX, Filecoin Foundation, Gitcoin, Gnosis, and others.

Compensating employees with tokens is a fundamental application for any token, regardless of its other use cases. Toku ensures legal compliance and proper taxation for all token compensation, a vital aspect of the evolving crypto landscape.

Toku has secured significant funding and partnerships from leading entities in the industry and continues to gain recognition for its innovative solutions.

About the Role

Toku is seeking a seasoned Senior Customer Success Manager dedicated to establishing and nurturing customer relationships. In this role, you will collaborate closely with customers to align their objectives with Toku's platform, driving mutual success.

The ideal candidate for the Senior Customer Success Manager position is consultative and practical, with a background in EOR, PEO, HR Outsourcing, or Recruiting, and a keen eye for growth opportunities. Collaboration with various teams within Toku is critical to devising innovative solutions that foster growth and customer loyalty.

Responsibilities

• Act as the primary point of contact for assigned customer accounts, fostering strong relationships through consultation, education, and support.
• Understand customer goals, challenges, and desired outcomes, tailoring strategies to enhance their success leveraging the Toku platform.
• Engage with cross-functional teams to coordinate seamless customer experiences and address inquiries effectively.
• Regularly assess customer satisfaction, identify areas for improvement, and offer guidance on best practices.
• Monitor customer engagement with the Toku platform, taking necessary actions to drive value and ensure retention.
• Identify opportunities for account expansion and collaborate with the sales team to boost revenue.
• Advocate for customers within Toku, providing feedback to influence product enhancements and elevate the overall customer experience.
• Develop and present customer success metrics and reports to track progress and identify areas for enhancement.
• Stay abreast of industry trends and competitive landscape to offer strategic guidance tailored to customer needs.
• Mentor and support junior members of the customer success team, providing guidance as needed.

Minimum Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• 7+ years in a customer success role within companies offering highly technical products.
• Demonstrated expertise in account management, particularly in technical product settings.
• Strong communication skills to connect with customers effectively.
• Customer-focused mindset with a passion for driving customer success.
• Proficient problem-solving skills with a focus on delivering solutions.
• Organized and capable of managing multiple customer accounts simultaneously.
• Analytical mindset to leverage data for decision-making.
• Self-motivated, proactive, and efficient in fast-paced environments.
• Effective team player with collaborative skills across functions.

Nice to Have

• Entrepreneurial background or experience in founding companies.
• Experience in industries like SaaS, fintech, payments, or HR.
• Background in EOR, PEO, HR, or Payroll operations.

Benefits and Compensation

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

Toku is an equal opportunity employer, promoting diversity and inclusion across various backgrounds and experiences. Discrimination based on legally protected characteristics is strictly prohibited, encouraging applicants from diverse backgrounds to apply.​