Enterprise Customer Success Manager

Key Responsibilities

• Customer Strategy & AI Activation: Own the post-implementation experience for up to 65 accounts, guiding customers to leverage Transcend to unblock and accelerate their AI initiatives.
• Drive Retention & Expansion: Proactively identify opportunities for customers to scale and influence decision-making at the executive level to consistently exceed retention and expansion targets.
• Cross-Functional “Unblocker”: Act as a strategic advisor to IT, Digital, and Compliance teams, supporting maturity curve progression with minimal oversight.
• ROI & Value Realization: Use data-driven insights to prove how Transcend reduces technical debt and accelerates time-to-market for digital and AI programs.
• Strategic Communication: Lead Business Reviews for C-suite stakeholders, translating complex technical “guardrails” into business growth and trust-building narratives.

Qualifications

Required:

• Enterprise Mastery: 3+ years in Enterprise CS or a strategic consultancy function for F500 customers, with a proven record of navigating complex technical partnerships.
• Autonomy & Mastery: Exceptional self-starter capability; you identify gaps in the customer journey or internal processes and can determine how to tackle new initiatives with minimal oversight.
• Strategic Storytelling: Ability to articulate Transcend’s value not just as “compliance”, but as the engine that enables responsible AI and personalized customer experiences.
• Technical Intelligence: Ability to master a deep technical stack to strategically advise stakeholders through their data journey.
• Async & Remote Efficacy: Expert-level ability to communicate clearly via writing, recorded demos, and documentation to drive results across distributed teams.
• Agility & Grit: Comfort with the ambiguity of a startup; you are resilient, proactive, and capable of high-velocity execution.

Preferred:

• AI/Data Engineering Context: Familiarity with how enterprises build AI pipelines or manage large-scale data warehouses (Snowflake, Databricks, etc.).