Customer Success Manager – Enterprise Accounts

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional infrastructure, and global reach to support enterprises across APAC and beyond.

We are looking for a Customer Success Manager to manage post-sales customer relationships across a portfolio of enterprise accounts while helping strengthen Customer Success practices over time. This role combines hands-on relationship management with structured coordination, customer engagement, and contribution to improving onboarding and customer success processes as the function evolves.

What you will be doing

• Customer relationship ownership: Manage a portfolio of enterprise accounts post-sale, acting as the primary day-to-day point of contact, building strong relationships, maintaining engagement, and ensuring customers feel supported throughout their lifecycle

• Post-sales onboarding and engagement: Lead onboarding and early-stage engagement, ensuring smooth transition from Sales into delivery, aligning expectations, and setting a strong foundation for long-term success

• Account continuity and renewal readiness: Own the customer relationship throughout the lifecycle, proactively managing engagement, identifying risks, and maintaining strong account health to support successful renewals. Work closely with Sales to ensure continuity and context, while Sales retains ownership of pricing, negotiation, and deal closure

• Customer success planning and reviews: Contribute to customer success planning by helping define customer goals, expected outcomes, and success measures, and support regular customer reviews (monthly/quarterly) by providing account context, risks, and next steps

• Account health and risk management: Monitor account health qualitatively, identify early signs of risk, and ensure appropriate follow-up actions are taken to maintain engagement and retention

• Cross-functional coordination: Work closely with Service Level Management (SLM), Support, Product, and Engineering to ensure customer needs, feedback, and actions are followed through, while staying informed on service performance and delivery progress

• Issue awareness and expectation management: Remain close to customer issues and communication during incidents, ensuring alignment and continuity while SLM leads issue resolution and client coordination

• Account organisation and follow-through: Track customer activity, actions, risks, and next steps across multiple accounts, ensuring strong organisation and that nothing falls through the cracks

• Customer insight and continuous improvement: Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices over time

• Customer Success development: Support the gradual build-out of Customer Success processes, success planning approaches, and engagement models by capturing insights, contributing ideas, and helping implement practical improvements

• Evolving scope: Balance relationship management with increasing contribution to operational structure and Customer Success maturity as the function develops

We’d love to hear from you if you have

• Around 4+ years’ experience in Customer Success, Account Management, or a similar post-sales client-facing role

• Experience managing B2B or enterprise customers, ideally in SaaS, telecom, technology services, or similar environments

• Strong communication and stakeholder management skills, with the ability to build trust and act as a confident point of contact for customers

• Practical experience across the customer lifecycle, including onboarding, engagement, retention, and supporting renewal cycles

• Exposure to customer success planning, account reviews (QBRs or similar), and account health/risk management, even if in a developing or informal setup

• Strong organisation and coordination skills, with the ability to manage multiple accounts and follow through on actions effectively

• Experience working cross-functionally with Sales, delivery/service teams, and technical teams to ensure customer needs are met

• Strong problem-solving and critical thinking ability, with the confidence to identify issues and take initiative

• Comfort working in evolving environments without fully defined processes, and the ability to bring structure where needed

• Interest or experience in improving processes, onboarding approaches, or customer engagement models over time

• Working knowledge of CRM tools such as HubSpot or similar for managing customer activity and account visibility

• A balanced profile — able to combine strong relationship management with operational discipline, and flex between both depending on business needs

• This role can be based in Manilla – The Philippines (remote), Kuala Lumpur – Malaysia (remote), Bangalore – India (hybrid) or Singapore (hybrid)

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.