Sr. Customer Success Manager: Strategic

Remote (United States)

Role Overview

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.

 

Key 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.

Qualifications

Required:

  • 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.

Preferred:

  • 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.

 

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

$155,000 - $185,000 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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