Director of Customer Success (Remote)

About Transcend

Transcend is the privacy platform that makes it easy to encode privacy across your tech stack.

We believe that engineering privacy rights and making them easily accessible to the world is one of the most high-impact ways we can spend our time. That's why we're building an ambitious team that’s passionate about solving the important problems of the future and having fun while doing it. We’re backed by Accel, Index, 01A, StepStone Group, and HighlandX growing fast, and are serving some of the most iconic brands in the world.

(Even if you don't see a good fit below, we'd still love to stay in touch. Email us at recruiting@transcend.io).

About the role

Transcend is seeking a highly motivated and experienced Director of Customer Success to lead the establishment and execution of our Customer Success function and strategy. This role will play a pivotal part in driving customer delight, retention, and expansion. The ideal candidate will have a proven track record of success in building and scaling customer success organizations in the SaaS technology space.

What you'll do

• Recruit, hire, and develop a high-performing team of Customer Success Managers (CSMs) that can build and maintain strong relationships with customers at all levels, including C-suite executives.
• Create and implement a comprehensive, data-driven customer success strategy aligned with Transcend’s overall business objectives, with a keen focus on net dollar retention (NDR) and efficiency metrics.
• Work with CSMs to develop and maintain Transcend’s Customer Success methodology as our customer base and product suite evolves over time, including playbooks for the following key processes: Strategic Business Reviews, proactive customer health monitoring, red account motions, customer advocacy engagement, stakeholder mapping, customer account data management, etc.
• Collaborate with the CX Strategy & Ops Lead to implement a “digital customer success” program to automate account management functions where possible for low-touch customers.
• Partner with Transcend Sales leaders to execute strategies in support of Transcend’s expansion and retention goals, including supporting upsell, cross-sell, and renewal opportunities. 
• Leverage data to implement a customer segmentation model to drive CSM account assignments and capacity management.
• Gather and synthesize customer feedback from CSMs to provide inputs to the Product team to inform Transcend’s product roadmap. 
• Enable CSMs to keep up-to-date with data privacy & governance regulatory requirements and industry trends that influence our customers’ strategic priorities. 

Who you are

• You bring 5+ years of experience in customer success leadership roles working with customers in the large enterprise to mid-market segments – preferably in the data privacy, data governance, or data security space. 
• You have a proven ability to lead and motivate teams to achieve high performance on customer satisfaction and retention-related metrics. 
• You can thrive in a highly technical environment, with an aptitude for supporting a complex multi-product, multi-use case, multi-persona platform.
• You are energized by a rapidly changing environment with dynamic objectives and deep cross-functional collaboration.
• You are a low-ego, transparent servant leader who is willing to “get in the weeds” with your team members and help them deliver exceptional customer experiences.
• You are very comfortable with async and online methods of communication. Our team and customers are widely distributed, so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important.

Why join us?

The people at Transcend are driven, kind and know how to balance work, life and memes. We learn from each other and have a strong support system. 

You’re joining a fast growing start up, with opportunities to help define and grow the organization.

We have a strong mission to protect user privacy rights everywhere. The privacy compliance landscape is growing, and we are at the forefront of building solutions that protect user privacy rights with modern infrastructure and automation.

You will have autonomy and trust to drive initiatives from the start.

We believe that turning the principles of data privacy into exercisable human rights is one of the most high-impact ways we can spend our time, and so we're building an ambitious team that’s passionate about solving important problems and having fun while doing it.

As the best-in-class solution in a new market, Transcend is a fast-paced and exciting workplace. The product evolves quickly to meet new client needs and adapts to the rapidly advancing world of privacy law. As one of Transcend’s earliest hires, you’ll get to work on a wide array of exciting projects.

Additional Information

Transcend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law.

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.

For this role, the estimated annual OTE salary ranges are below. The actual annual salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.

The listed range below is a guideline, and the annual OTE salary range for this role may be modified. Transcend offers attractive health benefits, equity, and perks in addition to cash compensation.

Benefits

Taking Care of You and Yours ⭐

• Medical, dental, and vision insurance: 80% coverage for you, and 50% coverage for all your dependents.
• Voluntary disability insurance: short-term disability, long-terms disability, and life insurance.
• 401(k) plan with 4% matching.
• Free One Medical membership sponsored by us.
• Access to our EAP (Employee Assistance Program).

Flexible PTO 🌴

• Take as many vacation, sick, and mental health days as you need.
• 13 additional company holidays, plus 4 Transcend Days Off.
• Generous parental leave, caregiver, emergency, and compassionate leave policies.

Setting You Up For Success 💳 🥐

• A unique and diverse remote-first company culture, shaped by people with entrepreneurial mindset who build together and aim for excellence always.
• $360 a month for all meals.
• Flexible spending accounts for commuter costs, and healthcare expenses.
• Meaningful equity.
• Company retreats.

The pay range for this role is:

180,000 - 230,000 USD per year (Remote - United States)