Customer Success Manager – Enterprise Accounts

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📡 Telecommunications

☁️ SaaS

🤝 B2B

💰 $5M Series A - Toku on 2024-11

Telecommunications • SaaS • B2B

Toku is a cloud-based communications and customer experience platform that provides AI-powered conversational and telephony solutions focused on APAC languages and accents. The company offers business telephony integrations (Toku for Microsoft Teams, Toku for Zoom Phone), an AI-powered contact centre, AI voice agents, programmable voice and messaging embeddables, campaign and feedback management tools, and APIs for building in-app calling and messaging. Toku targets enterprises across industries (government, fintech, insurance, travel & hospitality, retail/e-commerce, sharing economy) with use cases like number masking and user verification to improve security and CX.

📋 Description

• Manage a portfolio of enterprise accounts post-sale, acting as the primary day-to-day point of contact • Lead onboarding and early-stage engagement • Own the customer relationship throughout the lifecycle, proactively managing engagement and identifying risks • Contribute to customer success planning by helping define customer goals, expected outcomes, and success measures • Monitor account health qualitatively, identify early signs of risk, and ensure appropriate follow-up actions are taken • Work closely with Service Level Management (SLM), Support, Product, and Engineering to ensure customer needs are met • Track customer activity, actions, risks, and next steps across multiple accounts • Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices

🎯 Requirements

• Around 4+ years’ experience in Customer Success, Account Management, or a similar post-sales client-facing role • Experience managing B2B or enterprise customers, ideally in SaaS, telecom, technology services, or similar environments • Strong communication and stakeholder management skills • Practical experience across the customer lifecycle, including onboarding, engagement, retention, and supporting renewal cycles • Exposure to customer success planning, account reviews (QBRs or similar), and account health/risk management • Strong organisation and coordination skills • Experience working cross-functionally with Sales, delivery/service teams, and technical teams • Strong problem-solving and critical thinking ability • Comfort working in evolving environments without fully defined processes • Interest or experience in improving processes, onboarding approaches, or customer engagement models • Working knowledge of CRM tools such as HubSpot or similar for managing customer activity and account visibility.

🏖️ Benefits

• Flexible working arrangements • Professional development opportunities