Senior Manager of Customer Success at Toku

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cryptocurrency, Fintech, ComplianceIndustries

Requirements

Bachelor's degree in a relevant field
Deep expertise in payroll (ideally with global exposure)
Strong track record of improving internal processes
Proven ability to drive measurable results in client satisfaction and retention
Experience guiding and growing a team of customer success professionals
Ability to build scalable strategies and act as a strategic partner to customers and internal teams

Responsibilities

Serve as a strategic partner and escalation point for high-value clients, owning the relationship from onboarding through renewal and ensuring continued satisfaction and loyalty
Champion process improvement across the Customer Success function – identify inefficiencies, build and document scalable workflows, and drive cross-functional alignment to improve operational effectiveness
Drive client retention and satisfaction by understanding customer goals, proactively identifying risks, and taking action to resolve issues before they escalate
Bring a hands-on, solution-oriented approach to complex payroll and benefits issues, ensuring accurate, timely, and compliant service delivery
Collaborate closely with internal teams – payroll, benefits, token compensation, engineering, and sales – to ensure customer needs are met and process handoffs are seamless
Lead initiatives to improve the customer journey, incorporating data, feedback, and root cause analysis to drive continuous improvement
Develop and implement best practices for onboarding, engagement, and support that align with customer segments and business goals
Support, mentor, and help grow a team of customer success professionals, fostering a proactive, solutions-driven culture
Act as a voice of the customer internally – surface feedback, identify patterns, and work with product and leadership teams to improve offerings and experience
Represent Customer Success in cross-functional strategy conversations and assist in quarterly planning, KPI tracking, and forecasting

Skills

Payroll

Global Payroll

Customer Success

Process Improvement

Client Onboarding

Client Retention

Team Leadership

Strategic Planning

Operational Excellence

Scalable Workflows

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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