Summary

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. 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

1. 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.
2. Champion process improvement across the Customer Success function—identify inefficiencies, build and document scalable workflows, and drive cross-functional alignment to improve operational effectiveness.
3. Drive client retention and satisfaction by understanding customer goals, proactively identifying risks, and taking action to resolve issues before they escalate.
4. Bring a hands-on, solution-oriented approach to complex payroll and benefits issues, ensuring accurate, timely, and compliant service delivery.
5. Collaborate closely with internal teams—payroll, benefits, token compensation, engineering, and sales—to ensure customer needs are met and process handoffs are seamless.
6. Lead initiatives to improve the customer journey, incorporating data, feedback, and root cause analysis to drive continuous improvement.
7. Develop and implement best practices for onboarding, engagement, and support that align with customer segments and business goals.
8. Support, mentor, and help grow a team of customer success professionals, fostering a proactive, solutions-driven culture.
9. Act as a voice of the customer internally—surface feedback, identify patterns, and work with product and leadership teams to improve offerings and experience.
10. Represent Customer Success in cross-functional strategy conversations and assist in quarterly planning, KPI tracking, and forecasting.

Minimum Qualifications

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

Skills

• Analytical Thinking
• Communications Skills
• Leadership
• Strategic Thinking
• Team Collaboration