Customer Success Manager

January 14

Toku

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Simplifying token compensation & tax compliance, globally.

11 - 50

Description

• 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.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience. • 5+ 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 with EOR, PEO, HR, or Law. • Experience in the SaaS (Software-as-a-Service), fintech, payments, finops, revops, or similar industries.

Benefits

• Remote-first work culture • Flexible working hours • Competitive salary • Competitive equity • Apple laptop