Job Description
About Us Transcend is a sustainability-driven generative design software startup on a mission to transform the way engineering firms, utilities, and technology suppliers assess and design critical infrastructure. Our software automates the preliminary engineering of water and wastewater treatment facilities, electrical substations, and other assets; incorporating innovative and sustainable technologies to ensure safe, equitable access to resilient infrastructure worldwide. We’re dedicated to building the best generative design platform on the market and are seeking a dynamic Customer Success Manager to help us manage our customer base.
Are you ready for a challenge? We invite you to be part of a team accomplishing Transcend’s mission to transform the way engineering firms, utilities, and technology suppliers assess and design critical water infrastructure!
If you’re excited about changing the water or engineering industry, and are passionate about seeing customers succeed, then you should check out Transcend. Our software is the only product on the market that can automate the preliminary engineering (first 30%) of a water facility – incorporating innovative, sustainable treatment technologies to ultimately ensure safe, equitable access to clean water around the world.
We put an extraordinary amount of effort and expertise into building the best design automation platform on the market today. And we want you to help our customers make the best use of the tool – creating an experience clients love and can’t imagine living without.
Transcend is disrupting the Engineering and Construction industry. Transcend Design Generator (“TDG”), a first-of-its-kind generative design software platform, enables the companies that design our global infrastructure to automate Design & Engineering work that is currently done manually. There are over 500 billion dollars spent on engineering services each year, and capital planning and project development processes have not changed in decades. These companies are critical to our future, as they design our water, power, roads, and other core infrastructure. Due to their archaic processes, they are not innovating fast enough to impact our environment and help solve Climate Change. Over the last 10 years Transcend has developed and implemented a cloud-based software that completely changes the traditional process and transforms the culture of these engineering and construction firms around the world. The company has a unique remote culture with offices in Europe and the USA.
As a Customer Success Manager, you’ll be the trusted advisor for our customers, guiding them from onboarding through adoption, expansion, and renewal. You’ll play a key role in reducing churn, increasing product usage, and ensuring customers see real business impact from Transcend. This role requires excellent problem-solving skills, technical knowledge, and the ability to collaborate effectively with cross-functional teams.
Summary Of Responsibilities Build and Maintain Strong Customer Relationships - Develop and nurture long-term relationships with enterprise customers
- Lead smooth onboarding and training processes for new customers.
- Communicate effectively, both verbally and in writing, to resolve customer issues swiftly and maintain a high level of customer satisfaction.
- Handle customer complaints and conflicts with a calm and solution-oriented approach.
Demonstrate Product Knowledge - Demonstrate in-depth knowledge of Transcend’s products, features, use cases, and overall value.
- Stay informed about industry trends, customer challenges, and market dynamics to better serve customers.
- Pull in the right resources to assist customers with product-related technical issues, providing timely and accurate troubleshooting support.
Problem-Solving: Identify and Implement Solutions for Customer Challenges - Perform root cause analysis to identify and address the underlying issues affecting customer satisfaction.
- Implement tailored solutions that align with the customer’s needs and business goals.
Monitor and Action on Customer Health Metrics - Monitor key retention, churn, and upsell metrics to track customer health and proactively address areas for improvement.
- Gather, interpret, and analyze customer feedback to inform product enhancements and service adjustments.
Ensure Operational Excellence - Update and maintain accurate customer data in HubSpot regularly.
- Analyze customer usage data and trends using Tableau
Lead Initiatives and Foster Collaboration - Lead customer success initiatives, contributing to team growth and shared success.
- Partner with Sales, Marketing, Product, and Development teams to align on customer strategies and deliver value.
- Manage customer projects effectively, coordinating timelines, deliverables, and cross-functional efforts.
How Success Will Be Determined - Renewal
- Growth
- Customer reference-ability
Where You Will Be Doing It This position is a remote position with flexibility to work from anywhere in North America or Europe. Similarly, the people you will be working with are from all over North America and Europe. Applicants should have a willingness to travel for major company functions, conferences, and client meetings as well as be flexible in working on a diverse team across several time zones. 30% travel expected. The ability to travel internationally is a requirement.
We would love to hear from YOU if you have: - Experience working in a B2B SaaS business OR the utility/infrastructure building industries is strongly preferred
- Total 3+ years of progressive responsibility on commercial or enterprise accounts, or proven industry relevant experience
- Thrives in a highly dynamic and rapid growth environment
Diversity, Inclusion, Belonging, Equity, Accessibility Each Transcender is authentic and united in our mission to advance critical infrastructure design. We are dedicated to diversity, equity, and inclusion. We continuously strive towards building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment, and we encourage candidates from all backgrounds to apply.
Transcend provides accessible accommodation during the recruitment process. If you require accommodation, please tell us, and we will work with you to meet your needs.
If you are a self-motivated and results-driven individual who is passionate about building a business, then we encourage you to apply for this exciting opportunity by sending your resume to job.usa@transcendinfra.com and job.hungary@transcendinfra.com
We offer a competitive salary, bonus, and benefits package, along with opportunities for career growth and development.
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Job Tags
Full time, Worldwide, Flexible hours,