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Toku · 4 months ago

Customer Success Manager – Payroll, Benefits & HR Operations

United States

Full-time

Remote

Senior Level

5+ years exp

Toku is building innovative payroll infrastructure that works globally and instantly. They are seeking a Customer Success Manager to manage client relationships and guide customers through onboarding, payroll, and HR operations while driving process improvements and ensuring compliance.

ComplianceInformation TechnologyInternet

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 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 impactBuild strong cross-functional relationships and communicate clearly, ensuring alignment across teams and creating a collaborative, positive working experience for internal partners

Qualification

HR OperationsPayroll ManagementBenefits AdministrationClient Relationship ManagementProcess ImprovementData AnalysisCommunication SkillsAdaptabilityCollaboration

Required

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)