Customer Success Manager – Payroll, Benefits

Customer Success Manager – Payroll, Benefits & HR OperationsJoin to apply for the Customer Success Manager – Payroll, Benefits & HR Operations role at TokuCustomer Success Manager – Payroll, Benefits & HR Operations1 week ago Be among the first 25 applicantsJoin to apply for the Customer Success Manager – Payroll, Benefits & HR Operations role at TokuAbout TokuToku 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.Our growing client list includes 30% of the crypto companies listed on Robinhood.About TokuToku 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.Our growing client list includes 30% of the crypto companies listed on Robinhood.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.Read more about Toku in Fortune, Yahoo Finance, and CoinDesk.To learn more, check our website.Toku is seeking a Customer Success Manager to own a portfolio of clients and guide them through the entire customer lifecycle, from onboarding and implementation to ongoing HR, payroll, and benefits operations.This role combines high-touch account management with operational expertise, requiring you to solve complex compliance challenges while driving process improvements in a fast-scaling startup environment.You'll be the primary point of contact for your clients, partnering closely with cross-functional teams to deliver a consistent, compliant, and exceptional experience.You will also be instrumental in building the resources, processes, and automation that will allow the CS function to scale.We are an AI-first company, ideal for someone who thrives with limited playbooks, builds structure quickly, and moves seamlessly between strategy and execution.Key ResponsibilitiesClient Ownership & Relationship ManagementChampion the customer experience by building genuine relationships, demonstrating empathy, and bringing a positive, solutions-focused approach to every interactionAct 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 forwardServe 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 expansionProactively understand each client's unique needs, recommend relevant solutions or product offerings, drive timely execution of deliverables, and identify when to escalate to ensure smooth operations and full compliancePayroll, Benefits & HR OperationsOversee payroll operations to ensure accurate, timely processing, correct deductions, and full compliance with local regulations across multiple jurisdictionsSupport global benefits administration including enrollments, renewals, vendor and broker management, and new-country program launches, ensuring compliance and delivering a seamless employee experienceManage core HR operations throughout the employee lifecycle, including onboarding, leave management, and offboarding, while maintaining accurate records and supporting compliance requirementsProcess Improvement & Cross-Functional CollaborationAudit 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 scaleCreate and maintain internal and external documentation for any processes or knowledge gaps, building resources that drive autonomy, self-service, and consistent, scalable deliveryAct 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 impactBuild strong cross-functional relationships and communicate clearly, ensuring alignment across teams and creating a collaborative, positive working experience for internal partnersRequirements5+ years of experience in HR, Payroll, and/or Benefits operations within Customer Success, Account Management, EOR, PEO, broker, or a similar environmentProven ability to manage client relationships end-to-end, from onboarding through renewalPractical experience using AI to transform CS processes end to end, including prompt design, A/B evaluation, risk controls, and change management that sticksStrong written and verbal communication skills, with the ability to translate complex regulations into clear, actionable guidanceDemonstrated track record of driving process improvements and implementing scalable solutions with limited resourcesAbility to work independently, manage multiple priorities, and adapt to a fast-changing startup environmentFamiliarity 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)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.We strongly encourage you use Rezi.ai to vet resume quality before applying.Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesBlockchain ServicesReferrals increase your chances of interviewing at Toku by 2xGet notified about new Customer Success Manager jobs in Greater Curitiba.We're unlocking community knowledge in a new way.Experts add insights directly into each article, started with the help of AI.#J-*****-Ljbffr