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Senior Manager of Customer Success @Toku

[Hiring] Senior Manager of Customer Success @Toku

Apr 01, 2025 - Toku is hiring a remote Senior Manager of Customer Success. đź’¸ Salary: unspecified. đź“ŤLocation: USA.

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Role Description

Toku is looking for a Senior Manager of Customer Success to lead our efforts in building exceptional customer experiences while driving process improvements and client retention. In this role, you’ll own complex client relationships end-to-end, ensure operational excellence in payroll and benefits delivery, and help scale our customer success function as we grow.

  • Serve as a strategic partner and escalation point for high-value clients, owning the relationship from onboarding through renewal, and ensuring continued satisfaction and loyalty.
  • Champion process improvement across the Customer Success function—identify inefficiencies, build and document scalable workflows, and drive cross-functional alignment to improve operational effectiveness.
  • Drive client retention and satisfaction by understanding customer goals, proactively identifying risks, and taking action to resolve issues before they escalate.
  • Bring a hands-on, solution-oriented approach to complex payroll and benefits issues, ensuring accurate, timely, and compliant service delivery.
  • Collaborate closely with internal teams—payroll, benefits, token compensation, engineering, and sales—to ensure customer needs are met and process handoffs are seamless.
  • Lead initiatives to improve the customer journey, incorporating data, feedback, and root cause analysis to drive continuous improvement.
  • Develop and implement best practices for onboarding, engagement, and support that align with customer segments and business goals.
  • Support, mentor, and help grow a team of customer success professionals, fostering a proactive, solutions-driven culture.
  • Act as a voice of the customer internally—surface feedback, identify patterns, and work with product and leadership teams to improve offerings and experience.
  • Represent Customer Success in cross-functional strategy conversations and assist in quarterly planning, KPI tracking, and forecasting.

Qualifications

  • Bachelor's degree in a relevant field or equivalent practical experience.
  • 5+ years of experience in customer success or client services, with at least 2 years in a senior or managerial capacity.
  • 3+ years of experience in payroll—either in-house or at a payroll provider or EOR.
  • Working knowledge of employee benefits, with an understanding of global employment challenges preferred.
  • Demonstrated success in improving internal processes and driving customer retention in a SaaS or services-based environment.
  • Proven ability to manage complex projects, solve challenging problems, and influence across cross-functional teams.
  • Exceptional communication skills with the ability to clearly explain complex concepts to diverse audiences.
  • Strong data and analytical skills—you can interpret trends, track KPIs, and make strategic decisions based on insight.
  • Self-starter with a high sense of ownership and the ability to operate effectively in a fast-paced, evolving environment.

Benefits

  • Influence the future of global payroll in the crypto space.
  • Work in an innovative, high-growth startup leading payroll solutions for stablecoins and digital assets.
  • Competitive compensation, crypto-native benefits, and career advancement opportunities.

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đź“Ť Be aware of the location restriction for this remote position: USA
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Back to Remote jobs  >   Customer Service
Senior Manager of Customer Success @Toku
Customer Service
Salary đź’¸ unspecified
Remote Location
USA
Job Type full-time
Posted Apr 01, 2025
Apply for this position Unlock 55,330 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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