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Senior Customer Success Manager

Toku

Toku

Customer Service, Sales & Business Development
United States
Posted on Wednesday, June 12, 2024
About Toku
At Toku, we are a high-tech global compensation and employment platform, offering the unique capabilities of real-time tax calculations, unified global API for employment solutions, and seamless ability to process non-cash compensation such as stock or token grants.
As a result, Toku has become a fundamental partner for crypto companies and their law firms for token generation events (TGE) and launches. Our newest flagship product — Token Grant Administration (TGA), a token cap table management/system of record for every token for every founder, employee, investor, went from product launch in October to billions of dollars in on-platform value.
Toku raised $20 million from a consortium led by Blockchain Capital with Protocol Labs, GMJP, OrangeDAO, Orrick, Reverie, Quantstamp, Next Web Capital, and prominent angel investors including Protocol Labs founder Juan Benet and Alchemy co-founders Nikil Viswanathan and Joe Lau. Read more about Toku in Fortune, Yahoo Finance, and CoinDesk.
To learn more, check our website.
About the Role
Toku is looking for a Senior Customer Success Manager focused on developing and maintaining relationships with customers. You'll send time learning about their organizations, helping them to achieve business objectives through partnership with Toku.
As Toku's Senior Customer Success Manager, you are consultative and pragmatic with a background in EOR, PEO, HR Outsourcing, or Recruiting. You've got a sharp eye for growth opportunity. You're willing to roll up your sleeves to partner with Sales, Engineering, and Legal teams to find creative solutions that drive growth and customer loyalty.

Responsibilities

  • Serve as the main point of contact and build strong relationships with assigned customer accounts through consultation, education, and support.
  • Understand customer objectives, challenges, and desired outcomes, and develop tailored strategies to help them achieve success using our Toku platform.
  • Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and address customer needs and inquiries effectively.
  • Conduct regular check-ins with customers to assess their satisfaction, identify areas for improvement, and provide guidance on best practices.
  • Proactively monitor customer usage, adoption, and engagement with the Toku platform, taking appropriate actions to drive customer value and retention.
  • Identify upsell opportunities within existing accounts and collaborate with the sales team to drive revenue growth.
  • Act as a customer advocate within Toku, providing valuable feedback and insights to influence product roadmap decisions and improve overall customer experience.
  • Develop and deliver customer success metrics, reports, and presentations to track progress, showcase value, and identify areas for improvement.
  • Stay informed about industry trends, best practices, and competitive landscape to better support customer needs and provide strategic guidance.
  • Act as a mentor and resource for junior members of the customer success team, providing guidance and support as needed.

Minimum Qualifications

  • Bachelor's degree in a relevant field or equivalent practical experience.
  • 7+ years in a customer success role at companies that sell a highly technical product.
  • Demonstrated experience in a customer success or account management role, particularly within companies offering highly technical products.
  • 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.
  • Proven organizational and project management skills to effectively manage multiple customer accounts simultaneously.
  • 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.
  • Strong team player with the ability to collaborate effectively across different functions and teams.

Nice to have

  • Founding a company or building side projects is a plus!
  • Experience in the SaaS (Software-as-a-Service), fintech, payments, finops, revops, or similar industries.
  • Experience with EOR, PEO, HR, or Payroll

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.
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