Customer Success Manager – Payroll, Benefits & HR Operations at Toku

Mexico

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cryptocurrency, Blockchain, HR TechIndustries

Requirements

5+ years of experience in HR, Payroll, and/or Benefits operations within Customer Success, Account Management, or similar roles

Responsibilities

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 escalate to ensure smooth operations and full compliance
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
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

Skills

Customer Success

Account Management

Client Onboarding

Payroll

Benefits

HR Operations

Compliance

CRM

Slack

Process Automation

Cross-functional Collaboration

Toku

Offers personalized Omakase dining experiences

About Toku

Toku provides a personalized dining experience based on the Japanese tradition of "Omakase," where a chef selects and prepares dishes tailored to the diner's preferences. The service is offered in premium hotels, targeting affluent clients who seek exclusive culinary experiences. Toku differentiates itself by integrating this unique dining experience within luxury hotel settings, leveraging the hotels' clientele. The company's goal is to deliver exceptional culinary experiences that surprise guests while helping partner hotels attract high-paying customers.

Tokyo, JapanHeadquarters

2020Year Founded

$19.7MTotal Funding

LATE_VCCompany Stage

Food & Agriculture, Consumer GoodsIndustries

51-200Employees

Benefits

Remote Work Options

Flexible Work Hours

Health Insurance

Company Equity

Risks

Rising competition from other luxury dining experiences may dilute Toku's market share.

Economic downturns could impact affluent clients' spending on high-end dining.

Health-conscious dining trends may affect demand for traditional Omakase experiences.

Differentiation

Toku offers a unique Omakase dining experience in premium hotels.

Toku partners with high-end hotels to leverage existing clientele and infrastructure.

Toku focuses on affluent clients seeking exclusive and personalized dining experiences.

Upsides

Growing demand for unique dining experiences post-pandemic boosts Toku's market potential.

Luxury hotels increasingly incorporate unique dining to differentiate, benefiting Toku's partnerships.

Rising global interest in Japanese cuisine enhances Toku's appeal among food enthusiasts.

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