Customer Success Manager – Enterprise Accounts

🕒 May 6

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

☁️ SaaS

💰 $5M Series A on 2022-10

Telecommunications • SaaS • AI

Toku is a company that specializes in AI-powered communication solutions, focusing particularly on customer engagement and business telephony. They offer a wide range of products, including conversational AI platforms, AI voice agents, and business telephony solutions for platforms like Microsoft Teams and Zoom Phone. Their services also include customer engagement tools such as contact centers, campaign managers, and feedback management systems. Toku is particularly focused on enhancing customer experience (CX) in the APAC region with solutions tailored to address unique language and communication challenges in the area. Additionally, Toku provides embedded communication solutions like programmable voice and messaging, user verification, and number masking to enhance security and efficiency in client communications. They cater to various industries including government, fintech, insurance, and travel, aiming to provide omnichannel and seamless digital experiences.

📋 Description

• Manage a portfolio of enterprise accounts post-sale • Lead onboarding and early-stage engagement • Own the customer relationship throughout the lifecycle • Contribute to customer success planning by helping define customer goals • Monitor account health qualitatively • Work closely with Service Level Management (SLM), Support, Product, and Engineering • Remain close to customer issues and communication during incidents • 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 • 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 over time • Working knowledge of CRM tools such as HubSpot or similar for managing customer activity and account visibility • A balanced profile — able to combine strong relationship management with operational discipline.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities