Customer Success Manager
Job Summary
Job Description
The Customer Success Manager role at Toku focuses on building and maintaining customer relationships to ensure client satisfaction with the company's services. The role involves problem-solving related to payroll, employment, token grants, and immigration. Responsibilities include ensuring smooth onboarding, proactive account management, and providing ongoing support. The CSM will also work cross-functionally with various teams to address customer needs and improve services. This hands-on role combines foundational expertise in payroll with customer relationship management. The ideal candidate will ensure payroll accuracy and compliance while acting as a trusted point of contact for clients and delivering excellent service and support.
Must have:
- Bachelor's degree or equivalent practical experience.
- 3+ years in a payroll role or payroll provider.
- Experience managing stakeholders and resolving problems.
- Excellent written and verbal communication skills.
- Customer-centric mindset focused on success.
- Strong problem-solving abilities with solutions.
- Analytical mindset with data-driven decisions.
- Self-motivated, proactive, and independent worker.
Perks:
- Remote-first work culture
- Flexible working hours
- Competitive salary
- Competitive equity
- Apple laptop
4 skills required
Job Details
About Toku
Toku is the leading provider of compliance infrastructure for crypto companies, enabling them to pay employees in tokens and stablecoins while staying compliant with state, federal, and international tax laws. Our growing client list includes 30% of the crypto companies listed on Robinhood.
Backed by $26M from leading investors including Blockchain Capital and Naval Ravikant, Toku is scaling rapidly to meet the demand for compliance solutions in the evolving regulatory environment. Read more about Toku in Fortune, Yahoo Finance, and CoinDesk.
To learn more, check our website.
About the Role
Toku is looking for a Customer Success Manager focused on developing and maintaining relationships with customers. Your job is to ensure that our customers love working with Toku. The role involves solving any problems regarding payroll, employment, token grants, and immigration - globally.
Our Customer Success teams are subject matter experts on managing payroll and token grants. We require every team member to have a background in payroll, either in-house or at a payroll provider/EOR.
This hands-on role combines foundational expertise in payroll with customer relationship management. The ideal candidate will ensure payroll accuracy and compliance while acting as a trusted point of contact for clients and delivering excellent service and support.
Responsibilities
- Be a trusted partner for our customers and their employees, ensuring they have an exceptional experience at every stage of their journey with Toku. You’ll be their go-to person, making sure they feel supported, valued, and confident in our services.
- Continuously improve our processes by identifying inefficiencies, suggesting better workflows, and helping to scale our operations in a way that enhances customer satisfaction and overall efficiency.
- Own customer relationships end-to-end, ensuring smooth onboarding for both contractors and employees, proactive account management, and ongoing support that meets each client’s unique needs.
- Work cross-functionally with sales, payroll, token compensation, and product engineering to make sure customer needs are met, issues are resolved quickly, and our services continue to improve.
- Anticipate and solve challenges before they become problems, ensuring customers never feel stuck or unsupported. Whether it’s getting payroll questions answered or making sure an onboarding experience is seamless, you’ll be on top of it.
- Advocate for our customers, gathering their feedback and working with internal teams to improve our product, service, and overall experience.
- Help build and refine customer success strategies, developing best practices and scalable processes that drive engagement and long-term customer success.
- Build strong, long-term relationships by being proactive, helpful, and genuinely invested in our customers' success—earning their trust and loyalty along the way.
- Communicate clearly and effectively, whether over email, in meetings, or on calls. You should be able to break down complex issues into simple, actionable steps that make customers feel confident and informed.
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 payroll provider
- Experience in managing internal and external stakeholders, resolving problems while managing relationships.
- Excellent written and verbal communication skills to effectively engage and build rapport with customers.
- Customer-centric mindset, with a genuine passion for helping customers succeed.
- Strong problem-solving abilities with a focus on delivering solutions.
- Analytical mindset with the ability to leverage data to make informed decisions and recommendations.
- Self-motivate, proactive, independent worker that thrives in a fast-paced environment.
Benefits and Compensation
- Remote-first work culture
- Flexible working hours
- Competitive salary
- Competitive equity
- Apple laptop
Toku is an equal opportunity employer, and we are committed to being a diverse team that reflects a broad range of background, thought, and experience. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, status as an individual with a disability, status as protected veteran, or any other legally protected characteristics. Women, minorities, LGBTQ+, and people from underrepresented backgrounds are strongly encouraged to apply.
We strongly encourage you use Rezi.ai to vet resume quality before applying.
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About The Company
Toku creates bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises.
Recognised as one of the Top 230 High-Growth Companies in Asia-Pacific by the Financial Times and listed among the Top 40 Fastest Growing Companies in Singapore by The Straits Times and Statista, Toku provides an end-to-end approach. The company helps businesses navigate the complexities of global digital transformation and enhance their Customer Experience with mission-critical cloud communication solutions that deeply integrate with customer data and business processes.
Toku combines global strategic consulting expertise, bespoke technology, in-country infrastructure, local connectivity and global reach.
The business works with organisations as diverse as Singapore Airlines, foodpanda, JCDecaux, Gojek, Sony and numerous government agencies to move their communications and customer engagement to the cloud.
Whether you are a cloud-based enterprise or just starting your digital transformation journey, Toku has solutions to suit your communications and customer engagement needs.
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