Job Details

Role Overview

As the founding Scale Customer Success Manager at Transcend, you will be the architect of our digital-first customer journey. This role is designed for a strategic operator who can balance the sophisticated needs of our Scale customer segment,with the operational vision to build an automated CS engine from the ground up. You won't just manage a book of business, you will develop the programs, automations, and digital journeys that will define the "Scale" playbook for Transcend to ensure every customer, regardless of size, achieves a world-class privacy & consumer data compliance program.

This is a remote, Exempt, Full-Time position based in the United States. The successful candidate must have valid work authorization, as visa sponsorship is not available. Work hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. EST (Eastern Standard Time). This role reports directly to the Director of Customer Success.

Key Responsibilities

• Architect & Implement "Digital Scale": Map and execute the end-to-end lifecycle journey for the Scale segment, identifying critical "trigger points" where digital automation can replace or augment human intervention.
• Design 1:Many Engagement Programs: Create and lead scalable engagement models, such as recurring "Office Hours", topical webinars, and community-led forums to drive product adoption across a high-volume portfolio.
• Operationalize Success Playbooks: Partner with Strategy & Revenue Operations to build automated value realization motions, ensuring health signals (e.g. usage drops) trigger immediate, automated digital intervention plays.
• Identify Expansion Intelligence: Use product telemetry to identify "Growth Signals" within the Scale segment, qualifying and routing expansion leads to the Sales and/or Renewals team(s).
• Drive Activation & Time-to-Value: Guide the "self-onboarding" experience, developing the resources & automated checkpoints necessary for customers to reach peak, steady-state configuration with limited 1:1 hand-holding.
• Build a Digital Content Library: Produce high-impact self-service content, including "how to" video tutorials, FAQ documentation, and automated drip campaigns tailored to specific privacy & data compliance use cases.
• Synthesize High Volume Data Insights: Act as the "Voice of the Customer", translating trends from hundreds of accounts into actionable feedback for the Product and Engineering teams.
• Pilot Success Automation: Serve as "Customer Zero" for Transcend's internal AI and automation tooling strategy, testing new ways to automate & streamline manual tasks and improve the customer experience through technology.

Qualifications

Required:

• 3+ years of experience in Customer Success, Account Management, or CS Operations, with a proven track record of resolving complex business challenges through creative, scalable solutions.
• Minimum level of education: Bachelor's degree in a related field or equivalent practical experience.
• Systems Architecture & Mastery: Experience in building and refining the methods used to manage high-volume SaaS portfolios. You have a deep understanding of CS tech stacks and can determine how to tackle new initiatives with minimal oversight.
• Proactive Leadership: You are a continuous learner with an acute ability to master new domains, while synthesizing industry best practices and peer insights into high-level strategic frameworks to drive results for your customers.
• Cross-functional Orchestration: A history of coordinating activities across Product, Engineering, and Marketing to build feedback loops and digital journeys that align with broader company objectives.
• Data-Driven Process Optimization: Proven ability to identify, analyze, and improve existing business processes to maximize efficiency. You use data-driven insights to transform manual workflows into automated, high-quality customer experiences.
• Communication & Storytelling: Highly skilled in tailoring communication to diverse audiences, whether hosting a webinar for 100+ customers or presenting segment health and ROI to executive stakeholders.

Preferred:

• Analytical Proficiency: Strong background in data analysis and visualization with the ability to build custom dashboards using SQL to track segment health and leading indicators of churn. You possess a foundational understanding of JavaScript, enabling you to configure existing tech stack tools to achieve "hands-off" automations.
• Programmatic & Ops Experience: Previous experience in a CS Operations or Program Management role where you built lifecycle marketing journeys, automated health scoring, or "tech touch" success models.
• Privacy & Compliance Domain Expertise: Prior experience in data privacy, GRC, cybersecurity, MarTech and/or a thorough understanding of regulations (GDPR, CPRA) is a significant plus.
• Technical Literacy: An interest in using automation to solve common technical challenges at scale.

This role is eligible for:

• Variable Sales Incentive Compensation: Transcend's Incentive Plan is designed to reward achievement of Org goals.
  
  • OTE Projection: When base salary and target incentive are combined, the projected OTE for this role is listed as the pay range below, assuming achievement of 100% of goals.

Compensation Information

• Our comprehensive compensation packages play a big part in how we recognize you for the impact you have on our path to bringing data rights to everyone.
• The compensation pay range represents our reasonable expectation for this role. Individual pay is determined by multiple factors, including, but not limited to, experience, education, skillset, and geographic location.
• This specific range applies to Tier 1 labor markets like the SF Bay Area and New York City; it may be adjusted based on the labor market in other geographic areas and the individual qualifications objectively assessed during the interview process.

USA Pay Range

$125,000-$153,000 USD

About Transcend

Transcend is the compliance layer for customer data, enabling enterprises to activate AI responsibly and at scale. We're building the platform that makes data governance, privacy compliance, and AI oversight seamlessly integrated across your entire tech stack.

We are driven by the belief that building robust, accessible infrastructure for responsible AI and data rights is one of the most impactful ways to spend our time. To achieve this, we're assembling an ambitious and passionate team that enjoys tackling important, future-focused problems at the intersection of AI, privacy, and compliance.

We're growing quickly, backed by top-tier investors including Accel, Index, 01A, StepStone Group, and HighlandX, and we are proud to serve some of the world's most iconic brands. Learn more on our Customer Stories Page
Why Join Us?

• Impactful Work: We believe that enabling responsible AI adoption while protecting individual privacy rights is one of the most impactful ways to spend our time. You'll be at the forefront of building the compliance layer that helps enterprises navigate the rapidly evolving landscape of AI regulation, data privacy, and customer data governance.
• Autonomy and Growth: You will have the trust and autonomy to drive initiatives from the start. As an early hire in a fast-growing startup defining a new category, you'll have significant opportunities to shape the organization's direction and work on a diverse array of challenging projects.
• Dynamic Environment: As the best-in-class solution in an emerging market, Transcend operates at the intersection of AI innovation and compliance. Our product evolves quickly to meet new client needs and adapt to advancing privacy law, AI regulations, and enterprise requirements.
• Supportive Culture: The people at Transcend are driven, kind, and know how to balance work, life, and memes. We learn from each other and maintain a strong support system while having fun solving important problems that matter.
• Commitment to Diversity and Equal Opportunity: We celebrate a diverse and inclusive workforce and consider all forms of diversity, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Our commitment ensures equitable employment opportunities, non-discrimination in all practices, and a workplace where every employee feels valued and respected. We also consider all qualified applicants with arrest and conviction records, as legally required. If you are enthusiastic about this role but feel your experience doesn't perfectly match every qualification, we strongly encourage you to apply.
• Benefits & Perks: Transcend employees enjoy a comprehensive benefits program that includes flexible PTO, parental leave, a 401(k) match, and competitive compensation packages that include employee equity. Learn more about our offerings here.

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