Senior Manager of Customer Success

About Toku: Toku is a well-established provider of compliance infrastructure for crypto companies. We assist these companies in paying their employees in tokens and stablecoins, all the while ensuring compliance with tax laws on state, federal, and international levels. Approximately 30% of crypto companies on Robinhood are currently Toku's clients.

Backed by significant investments totaling $26M from prominent investors like Blockchain Capital and Naval Ravikant, Toku is experiencing rapid growth to cater to the increasing need for compliance solutions amid changing regulatory landscapes.

About the Role: Toku is in search of a Senior Manager of Customer Success to spearhead the creation of exceptional customer experiences, enhance processes, and bolster client retention. The ideal candidate will manage intricate client relationships from start to finish, ensure top-notch operational practices in payroll and benefits distribution, and contribute to the expansion of our customer success department during our growth phase.

Responsibilities:

• Act as a strategic partner and primary contact for high-value clients, taking ownership of the relationship from initial onboarding to renewal, guaranteeing ongoing satisfaction and loyalty.
• Drive process enhancements within the Customer Success function by pinpointing inefficiencies, constructing scalable workflows, and promoting cross-functional harmony to enhance operational efficiency.
• Enhance client retention and satisfaction by grasping customer objectives, anticipating risks in advance, and intervening to resolve issues before they escalate.
• Employ a hands-on, problem-solving approach for intricate payroll and benefits matters to guarantee accurate, timely, and compliant service delivery.
• Collaborate closely with internal teams such as payroll, benefits, token compensation, engineering, and sales to ensure seamless fulfillment of customer requirements and smooth process transitions.
• Spearhead programs to enhance the customer experience by integrating data, feedback, and root cause analysis to drive continuous enhancement.
• Formulate and implement best practices for customer onboarding, engagement, and support in alignment with customer segments and business objectives.
• Provide support, guidance, and cultivation for a team of customer success professionals to nurture an active, solutions-oriented environment.
• Represent the voice of the customer internally by channeling feedback, spotting trends, and working with product and leadership teams to boost offerings and experience.
• Take part in cross-functional strategic discussions and contribute to quarterly planning, KPI monitoring, and forecasting efforts.

Minimum Qualifications:

• Possession of a Bachelor's degree in a related field or equivalent practical experience.
• Over 5 years of experience in customer success or client services, including a minimum of 2 years in a senior or management role.
• More than 3 years of background in payroll, be it in-house or at a payroll provider or EOR.
• Proficiency in employee benefits knowledge, with a preference for comprehension of global employment challenges.
• Demonstrated success in streamlining internal processes and fortifying customer retention within a SaaS or services-focused setting.
• Proven capability in managing complex projects, tackling tough problems, and influencing across cross-functional teams.
• Excellent communication skills with the capacity to articulate complex ideas clearly to diverse audiences.
• Strong data and analytical proficiencies to interpret trends, monitor KPIs, and made strategic decisions grounded in insights.
• Self-initiated with a high sense of accountability and effectiveness in dealing with a high-paced, evolving environment.

Why Join Toku?:

• Impact the future of global payroll in the crypto industry.
• Contribute to an inventive, fast-growing startup pioneering payroll solutions for stablecoins and digital assets.
• Competitive compensation, crypto-native benefits, and promising career progression opportunities.

If you are enthusiastic about bringing change to HR, payroll, and Web3 finance sectors, we await your application! 🚀

Toku values diversity and aims to create a team with a broad range of experiences, thoughts, and backgrounds. We do not allow discrimination based on various factors and strongly encourage applications from women, minorities, the LGBTQ+ community, and individuals from underrepresented backgrounds.

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