Director of Customer Success

Toku is looking for a hands-on Director of Customer Success with leadership experience, strong customer success execution skills, and deep knowledge of HR, payroll, or compensation, ideally within the EOR or PEO space. The ideal candidate thrives in a startup environment and is ready to dive into day-to-day tasks to ensure client satisfaction.

Key Responsibilities

• Customer Success Execution: Manage and resolve client issues; develop best practices for engagement, onboarding, and support, while ensuring account retention and growth.
• Operational Excellence: Directly handle CS daily tasks: set up and manage client accounts, troubleshoot issues, and provide hands-on support.
• Client Facing Communication: Act as the senior point of contact for key clients, addressing complex issues and meeting their needs.
• Cross-Functional Collaboration: Collaborate with founders, engineering, product, finance, legal, and payroll to integrate customer success programs with other systems.
• Leadership: Develop team strategies, manage workflows, set priorities, and optimize performance.
• Process Improvement: Utilize deliverables and account data to drive decision-making and improve customer outcomes.
• Additional Responsibilities: Support various other tasks and projects as needed in our fast-paced startup environment.

Qualifications

• Bachelor’s degree in Business, HR, or a related field; Master’s degree is a plus.
• 5+ years in customer success, with at least 3 years in a leadership role.
• Proven track record in managing and scaling customer success teams.
• Proven experience with HR, payroll, compensation, EOR, or PEO products.
• Strong leadership, communication, and interpersonal skills.
• Flexibility and willingness to take on diverse responsibilities as needed.

Benefits & Compensation

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