Director of Customer Success

Toku

Toku

Customer Service, Sales & Business Development
United States
Posted on Wednesday, June 12, 2024
We need a hands-on Director of Customer Success. As the key person on the customer success team, you will work directly with our founders to build and shape our customer success strategy from the ground up. You will be responsible for our customers achieving their desired outcomes while driving adoption, retention, and growth.
The ideal candidate thrives in a startup environment and is ready to dive into day-to-day tasks to ensure client satisfaction. A background and knowledge of HR, payroll, or compensation, ideally within the EOR or PEO industry is a plus. This opportunity offers immense growth and learning opportunities as we enter a new and exciting phase of the company.

Key Responsibilities

  • Manage and resolve client issues; develop best practices for engagement, onboarding, and support, while ensuring account retention and growth.
  • Drive customer implementations and executive engagements.
  • Implement QBRs, identify customer growth opportunities, increasing adoption of our products with customers, and driving customer retention.
  • Manage day-to-day blocking and tackling of client issues, troubleshoot, and provide hands-on support.
  • Act as the senior point of contact for key clients, addressing complex issues and meeting their needs.
  • Collaborate with founders, engineering, product, finance, legal, and payroll to integrate customer success programs with other systems.
  • Develop team strategies, manage workflows, set priorities, and optimize performance.
  • Utilize deliverables and account data to drive decision-making and improve customer outcomes.
  • Support various other tasks and projects as needed in our fast-paced startup environment.

Qualifications

  • Bachelor’s degree in Business
  • 4-7 years in customer success, consulting, account management, etc
  • Startup experience required
  • Creative problem-solving mindset and ability
  • Excellent written and verbal communication skills
  • Eagerness to learn and a desire to win

Benefits & Compensation

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