Senior Manager of Customer Success

Responsibilities

• 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.

Minimum 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.

Why Join Toku?

• 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.
If you’re ready to make an impact in HR, payroll, and Web3 finance, we’d love to hear from you! 🚀