Customer Success Manager – Payroll, Benefits

About Toku Toku is the leading provider of compliance infrastructure for crypto companies, enabling them to pay employees in tokens and stablecoins while staying compliant with state, federal, and international tax laws. Backed by $26M from leading investors including Blockchain Capital and Naval Ravikant, Toku is scaling rapidly to meet the demand for compliance solutions in the evolving regulatory environment. Our growing client list includes 30% of the crypto companies listed on Robinhood. Read more about Toku in Fortune, Yahoo Finance, and CoinDesk. To learn more, see our website. Overview The Customer Success Manager – Payroll, Benefits & HR Operations role owns a portfolio of clients and guides them through the entire customer lifecycle, from onboarding and implementation to ongoing HR, payroll, and benefits operations. The role combines high‑touch account management with operational expertise, requiring the ability to solve complex compliance challenges while driving process improvements in a fast‑scaling startup environment. Key Responsibilities Client Ownership & Relationship Management Champion the customer experience by building genuine relationships, demonstrating empathy, and bringing a positive, solutions‑focused approach to every interaction. Act as the primary liaison for your client portfolio, managing communications through our CRM, Slack, and live meetings to address questions, resolve issues, and keep projects moving forward. Serve as a trusted advisor throughout onboarding and beyond, guiding clients through benefits setup, payroll processing, and HR compliance while demonstrating the value of Toku’s solutions and delivering white‑glove service that drives retention and expansion. Proactively understand each client’s unique needs, recommend relevant solutions or product offerings, drive timely execution of deliverables, and identify when to elevate to ensure smooth operations and full compliance. Payroll, Benefits & HR Operations Oversee payroll operations to ensure accurate, timely processing, correct deductions, and full compliance with local regulations across multiple jurisdictions. Support global benefits administration including enrollments, renewals, vendor and broker management, and new‑country program launches, ensuring compliance and delivering a seamless employee experience. Manage core HR operations throughout the employee lifecycle, including onboarding, leave management, and offboarding, while maintaining accurate records and supporting compliance requirements. Process Improvement & Cross‑Functional Collaboration Audit CS workflows and redesign them with AI‑assisted steps that reduce handling time without sacrificing accuracy. Take end‑to‑end ownership of inefficiencies and collaborate across teams to automate, standardize, and scale. Create and maintain internal and external documentation for any processes or knowledge gaps, building resources that drive autonomy, self‑service, and consistent, scalable delivery. Act as the voice of the customer by establishing and maintaining feedback loops with the Product and Engineering team, ensuring operational needs are clearly communicated, urgent issues are prioritized, and product improvements align with client impact. Build strong cross‑functional relationships and communicate clearly, ensuring alignment across teams and creating a collaborative, positive working experience for internal partners. Requirements 5+ years of experience in HR, Payroll, and/or Benefits operations within Customer Success, Account Management, EOR, PEO, broker, or a similar environment. Proven ability to manage client relationships end‑to‑end, from onboarding through renewal. Practical experience using AI to transform CS processes end‑to‑end, including prompt design, A/B evaluation, risk controls, and change management that sticks. Strong written and verbal communication skills, with the ability to translate complex regulations into clear, actionable guidance. Demonstrated track record of driving process improvements and implementing scalable solutions with limited resources. Ability to work independently, manage multiple priorities, and adapt to a fast‑changing startup environment. Familiarity with US benefits programs (ACA, ERISA, COBRA) and payroll practices, with the ability to quickly learn requirements in other regions (EU, APAC, or LATAM preferred). Comfort with data analysis and insights to support client strategy (nice‑to‑have). Located in or able to work within a North America time zone (preferred). Equal Opportunity Employer Toku is an equal‑opportunity employer, and we are committed to being a diverse team that reflects a broad range of background, thought, and experience. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, status as an individual with a disability, status as protected veteran, or any other legally protected characteristics. Women, minorities, LGBTQ+, and people from underrepresented backgrounds are strongly encouraged to apply. #J-18808-Ljbffr