Sr. Customer Success Manager: Strategic

Transcend Inc.

7d•Remote

About The Position

Transcend is the compliance layer for customer data, the infrastructure that makes enterprise data AI-ready. We’re looking for a Sr. Strategic Customer Success Manager who can operate as a trusted business partner to 10–20 of our most complex, highest-value accounts: Fortune 500 enterprises actively trying to activate AI, personalization, and retail media, and running into data permissioning walls along the way. This is not a relationship management role, it’s a strategic advisory role. The right candidate understands that Transcend’s value isn’t compliance checkbox coverage. It’s unblocking AI initiatives, eliminating engineering bottlenecks, and helping customers prove that their data is clean, permissioned, and production-ready at scale. You’ll be the person who can connect a CIO’s AI roadmap to the data control gap holding it back, and show in measurable terms how Transcend closes it. 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

Experience: 5+ years in Enterprise or Strategic Customer Success, managing high-value Fortune 500 accounts. Proven track record of exceeding NDR targets and demonstrated history of driving expansions across large, complex accounts, not just protecting renewal.
Business Outcome Orientation: Ties platform usage to revenue impact. Builds a measurable case for value and presents it credibly to an executive audience. Facilitates EBRs that leave the room with a reason to expand.
Stakeholder Range: Builds relationships and drives value conversations across the full buying committee. Reads stakeholder dynamics accurately, tailors the value frame by persona, and converts skeptics into champions.
Problem Diagnosis: Diagnoses where a customer’s data or compliance infrastructure is limiting a strategic initiative, aligns the right internal and external stakeholders to address it, and connects the solution to the right product motion.
Technical Credibility: Holds their own in a room with engineers and AI teams. Understands the stack well enough to ask the right questions and earn credibility without writing the code.
Change Management: Drives adoption and behavioral change inside large, complex organizations. Knows the difference between a champion and a sponsor, and builds both.
Remote Efficacy: Strong communicator across async and online channels. You build trust without being in the same room.

Nice To Haves

Domain Expertise: Background in data privacy, AI governance, or MarTech. Familiarity with GDPR, CPRA, and how AI regulation is evolving.
Data & AI Stack Familiarity: Experience with or around enterprise data pipelines, AI/ML workflows, and warehouses like Snowflake or Databricks. Bonus if you understand how consent infrastructure connects to model training.
Martech & CDP Experience: Understanding of consent management platforms, CDPs, digital marketing infrastructure, and what it takes to reach a permissioned audience at scale.

Responsibilities

Strategic Account Partnership: Own the post-implementation relationship for a portfolio of 10-20 strategic accounts, driving product adoption and staying tightly aligned with each customer’s AI, personalization, and data activation goals as they evolve.
Multi-Stakeholder Executive Advisory: Build and maintain relationships across the full buying committee, including CIOs, CDOs, CMOs, Engineering, Privacy & Legal stakeholders. Translate Transcend’s technical capabilities into business outcomes that resonate with each audience.
AI & Business Outcome Realization: Quantify and communicate the business impact of Transcend in concrete terms, leveraging Business Reviews to validate numbers, not narratives.
Drive Retention & Multi-Motion Expansion: Exceed retention & expansion targets but spotting when customers have unresolved AI Enablement, Digital Execution, or Privacy Operations challenge(s), and connecting that gap to the right Transcend product. Expansion is consultative, not transactional.
Cross-Functional Product Influence: Represent your customers’ voice internally, partnering with Product & Engineering in a way that actually moves the roadmap. You’re the connective tissue between what strategic accounts are running into and what Transcend builds next.
Operational Excellence: Spot gaps in the strategic customer journey and build playbooks that address them, whether that’s a better EBR format, an AI readiness framework, or a sharper executive briefing structure. What you build here gets used across the CS org.