Senior Manager of Customer Success

Senior Manager Of Customer Success

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.

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. You'll bring deep expertise in payrollideally with global exposureand a strong track record of improving internal processes and driving measurable results in client satisfaction and retention. You'll also be responsible for guiding a team, building scalable strategies, and acting as a strategic partner to our customers and internal teams.

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 functionidentify 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 teamspayroll, benefits, token compensation, engineering, and salesto 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 internallysurface 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

Why Join Toku?

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

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.