About the company
Crypto has had tremendous growth over the last several years. That growth comes with inevitable regulation. Regulation, in our view, is a good thing because once the industry passes through this phase, then crypto can access the rest of the world. We believe itās going to be the companies that enable this transition from the pre-regulation to post-regulation industry and the companies that can properly navigate it, or better yet, be the ones that facilitate it - those are the most relevant companies in this next wave. Toku will be one of those companies. Tokuās products enable crypto-native companies to compliantly compensate their teams in both fiat and tokens in over 100 teams globally. Tokuās growing list of customers includes Aragon, Astar, dYdX, Filecoin Foundation, Gitcoin, Gnosis, Hedera Hashgraph, Mina, Protocol Labs, Teller, Safe, Storyverse, and others. Paying people with tokens is such an obvious first real-world use case of any token. It doesnāt matter what the token does. All tokens can be used to compensate workers. And in fact, are! Toku ensures that all the worker compensation that all those tokens need to do can be done legally, and proper taxes paid is a critical part of the transition to a post-regulation crypto industry. Toku raised $20 million from a consortium led by Blockchain Capital with Protocol Labs, GMJP, OrangeDAO, Orrick, Reverie, Quantstamp, Next Web Capital, and prominent angel investors including Protocol Labs founder Juan Benet and Alchemy co-founders Nikil Viswanathan and Joe Lau. Read more about Toku in Fortune, Yahoo Finance, and CoinDesk.
Job Summary
Responsibilities
šServe as a strategic partner and escalation point for high-value clients, owning the relationship from onboarding through renewal, and ensuring continued satisfaction and loyalty. šChampion process improvement across the Customer Success functionāidentify inefficiencies, build and document scalable workflows, and drive cross-functional alignment to improve operational effectiveness. šDrive client retention and satisfaction by understanding customer goals, proactively identifying risks, and taking action to resolve issues before they escalate. šBring a hands-on, solution-oriented approach to complex payroll and benefits issues, ensuring accurate, timely, and compliant service delivery. šCollaborate closely with internal teamsāpayroll, benefits, token compensation, engineering, and salesāto ensure customer needs are met and process handoffs are seamless. šLead initiatives to improve the customer journey, incorporating data, feedback, and root cause analysis to drive continuous improvement. šDevelop and implement best practices for onboarding, engagement, and support that align with customer segments and business goals. šSupport, mentor, and help grow a team of customer success professionals, fostering a proactive, solutions-driven culture. šAct as a voice of the customer internallyāsurface feedback, identify patterns, and work with product and leadership teams to improve offerings and experience. šRepresent Customer Success in cross-functional strategy conversations and assist in quarterly planning, KPI tracking, and forecasting.
Minimum Qualifications
šBachelor's degree in a relevant field or equivalent practical experience. š5+ years of experience in customer success or client services, with at least 2 years in a senior or managerial capacity. š3+ years of experience in payrollāeither in-house or at a payroll provider or EOR. šWorking knowledge of employee benefits, with an understanding of global employment challenges preferred. šDemonstrated success in improving internal processes and driving customer retention in a SaaS or services-based environment. šProven ability to manage complex projects, solve challenging problems, and influence across cross-functional teams. šExceptional communication skills with the ability to clearly explain complex concepts to diverse audiences. šStrong data and analytical skillsāyou can interpret trends, track KPIs, and make strategic decisions based on insight. šSelf-starter with a high sense of ownership and the ability to operate effectively in a fast-paced, evolving environment.
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