Sr. Customer Success Manager: Strategic

Transcend is the compliance layer for customer data, enabling enterprises to activate AI responsibly and at scale. They are seeking a Sr. Strategic Customer Success Manager to operate as a trusted business partner for their most complex accounts, focusing on unblocking AI initiatives and ensuring data readiness.

Responsibilities:

• 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
• Build and maintain relationships across the full buying committee, including CIOs, CDOs, CMOs, Engineering, Privacy & Legal stakeholders
• Quantify and communicate the business impact of Transcend in concrete terms, leveraging Business Reviews to validate numbers, not narratives
• 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
• Represent your customers' voice internally, partnering with Product & Engineering in a way that actually moves the roadmap
• 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

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
• 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