Scale Customer Success Manager

Transcend Inc.

6d•Remote

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

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.