Transcend · 11 hours ago
Scale Customer Success Manager
United States
Full-time
Remote
Mid Level
$125K/yr - $155K/yr
3+ years expTranscend is building a privacy platform that integrates privacy into tech stacks, and they are seeking a Scale Customer Success Manager to architect the digital-first customer journey. This role involves developing automated customer success programs and ensuring clients achieve world-class privacy and consumer data compliance.
Cloud InfrastructureCompliancePrivacy
No H1B
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
Qualification
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
Experience in building and refining the methods used to manage high-volume SaaS portfolios
A deep understanding of CS tech stacks and can determine how to tackle new initiatives with minimal oversight
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
A history of coordinating activities across Product, Engineering, and Marketing to build feedback loops and digital journeys that align with broader company objectives
Proven ability to identify, analyze, and improve existing business processes to maximize efficiency
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
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
Previous experience in a CS Operations or Program Management role where you built lifecycle marketing journeys, automated health scoring, or 'tech touch' success models
Prior experience in data privacy, GRC, cybersecurity, MarTech and/or a thorough understanding of regulations (GDPR, CPRA) is a significant plus
An interest in using automation to solve common technical challenges at scale
Benefits
Flexible PTO
Parental leave
A 401(k) match
A competitive compensation packages that include employee equity
Company
Transcend
Transcend is the privacy infrastructure company that unleashes growth for the world’s greatest brands.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$68.95MKey Investors
StepStone GroupAccel
2024-05-28Series B· $40M
2020-06-10Series A· $25M
2019-04-04Seed· $3.95M
Leadership Team
Ben Brook
Co-Founder, CEO @ Transcend
Michael Farrell
Co-Founder and CTO
Recent News
Computer Weekly
2025-11-27
2025-11-20
Company data provided by crunchbase