Senior Manager of Customer Success, Toku
Employment services for Web 3.0 organizations
Open for applications
Employment services for Web 3.0 organizations
21-100 employees
Open for applications
21-100 employees
Company mission
To simplify token compensation, while prioritizing a flawless user experience, world-class solutions, and adherence to regulatory compliance.
Role
Who you are
- You’ll bring deep expertise in payroll—ideally with global exposure—and a strong track record of improving internal processes and driving measurable results in client satisfaction and retention
- 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
- If you’re ready to make an impact in HR, payroll, and Web3 finance, we’d love to hear from you!
What the job involves
- 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 payroll—ideally with global exposure—and a strong track record of improving internal processes and driving measurable results in client satisfaction and retention
- 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
Our take
As Web 3.0 grows, better legal and compliance practices are needed, especially for Decentralized Autonomous Organizations (DAOs). Toku offers employment services to help contributors, organizations, and regulators align with regulatory standards, ensuring a secure future for the ecosystem.
Compliance is a major hurdle for Web 3.0 adoption, which Toku aims to overcome. The company offers an infrastructure for hiring in over 150 jurisdictions and provides a compliant token-only payroll solution with tax calculation. Additional, Toku can supply benefits like health insurance and paid leave, making it a comprehensive employment fsolution for Web 3.0
Toku states ambitions to “unlock the ecosystem to the next hundred million contributors”, and is working on growing its team to accelerate development. The company has secured good levels of investment to this end, as well as generating positive interest in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Remote-first work culture
- Flexible working hours
- Apple laptop
Company HQ
Civic Center, New York, NY
Leadership
Dominika Stobiecka
(Co-Founder)Worked in Research at the European Central Bank and at the Federal Reserve Bank of Chicago.
Kenneth O'Friel
(Co-Founder & CEO)Member of StartX. Former Associate at the Bank of America.
Share this job
View 14 more jobs at Toku