• As Toku's Customer Success Manager, you are consultative and pragmatic with a background in EOR, PEO, HR Outsourcing, or Recruiting
• You've got a sharp eye for growth opportunity
• Bachelor's degree in a relevant field or equivalent practical experience
• 5+ years in a customer success role at companies that sell a highly technical product
• Demonstrated experience in a customer success or account management role, particularly within companies offering highly technical products
• Excellent written and verbal communication skills to effectively engage and build rapport with customers
• Customer-centric mindset, with a genuine passion for helping customers succeed
• Strong problem-solving abilities with a focus on delivering solutions
• Proven organizational and project management skills to effectively manage multiple customer accounts simultaneously
• Analytical mindset with the ability to leverage data to make informed decisions and recommendations
• Self-motivate, proactive, independent worker that thrives in a fast-paced environment
• Strong team player with the ability to collaborate effectively across different functions and teams

Desirable

• Toku is looking for a Customer Success Manager focused on developing and maintaining relationships with customers
• You'll send time learning about their organizations, helping them to achieve business objectives through partnership with Toku
• You're willing to roll up your sleeves to partner with Sales, Engineering, and Legal teams to find creative solutions that drive growth and customer loyalty
• Serve as the main point of contact and build strong relationships with assigned customer accounts through consultation, education, and support
• Understand customer objectives, challenges, and desired outcomes, and develop tailored strategies to help them achieve success using our Toku platform
• Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and address customer needs and inquiries effectively
• Conduct regular check-ins with customers to assess their satisfaction, identify areas for improvement, and provide guidance on best practices
• Proactively monitor customer usage, adoption, and engagement with the Toku platform, taking appropriate actions to drive customer value and retention
• Identify upsell opportunities within existing accounts and collaborate with the sales team to drive revenue growth
• Act as a customer advocate within Toku, providing valuable feedback and insights to influence product roadmap decisions and improve overall customer experience
• Develop and deliver customer success metrics, reports, and presentations to track progress, showcase value, and identify areas for improvement
• Stay informed about industry trends, best practices, and competitive landscape to better support customer needs and provide strategic guidance
• Act as a mentor and resource for junior members of the customer success team, providing guidance and support as needed