Customer Success Manager – Payroll, Benefits & HR Operations - Remote

Overview

Toku is seeking a Customer Success Manager to own a portfolio of clients and guide them through the entire customer lifecycle, from onboarding and implementation to ongoing HR, payroll, and benefits operations. This role combines high-touch account management with operational expertise, requiring you to solve complex compliance challenges while driving process improvements in a fast-scaling startup environment.

In Short

• Own a portfolio of clients and guide them through the customer lifecycle
• Build genuine relationships and demonstrate empathy
• Act as the primary liaison for client communications
• Oversee payroll operations and ensure compliance
• Support global benefits administration
• Manage core HR operations throughout the employee lifecycle
• Audit and redesign CS workflows with AI assistance
• Create and maintain documentation for processes
• Act as the voice of the customer to internal teams
• Drive process improvements and scalable solutions

Requirements

• 5+ years of experience in HR, Payroll, and/or Benefits operations
• Proven ability to manage client relationships end-to-end
• Experience using AI to transform CS processes
• Strong written and verbal communication skills
• Track record of driving process improvements
• Ability to work independently in a fast-changing environment
• Familiarity with US benefits programs and payroll practices
• Comfort with data analysis (nice-to-have)
• Located in or able to work within a North America time zone

Benefits

• Work in a rapidly growing company
• Opportunity to shape the customer success function
• Collaborate with cross-functional teams
• Be part of an AI-first company
• Build resources and processes for scalability