Customer Success Manager, Maze

• Customer Facing Saas Background: Minimum 5 years of a customer facing role (account management, sales, customer success management, etc.) and have a consistent track record of over achievement in increasing client satisfaction, adoption, retention and advocacy within a SaaS B2B business
• Agility in Fast Paced Environments: Enjoy and motivated by constantly evolving landscape of customers and product innovation
• High analytical skills: Ability to analyze and dissect data to help drive adoption and surface opportunities and risks
• CS Tooling Experience: Experience with CS tools such as ChurnZero, Salesforce, Gainsight, Catalyst and more
• Location: East Coast (Clients will primarily be in EST, UK, CEST timezone)

Desirable

• Drive Adoption of Maze: Focus on increasing usage of Maze solutions by providing prescriptive guidance and recommending use cases based on client’s business goals
• Strategic Guidance & Project Management: Understand clients’ business objectives and provide tailored strategies to ensure Maze is deployed, adopted and utilized that drives impact towards their research goals and practices
• Customer Advocacy: Advocate for the customer within the company, providing feedback to the product, sales, marketing and support team to enhance our offerings based on client needs
• Trusted Advisor: Establish credibly by having regular cadences with C-level execs and budget holders to deliver effective Business Reviews to demonstrate ROI/Value of research and surface relevant industry content to help elevate research practice
• Problem Solver: Independently scope issue at hand and provide viable solutions for your customer with the help of your internal peers and stakeholders
• Cross-Functional Collaboration: Work closely with Sales, Research Partner, Product, and Marketing teams to align efforts and deliver a cohesive customer experience
• Renewals and Growth: Drive customer retention by ensuring high levels of customer satisfaction and identifying growth opportunities for your AE/AM partners
• GOALS YOU WILL CONTRIBUTE TO OR OWN
• Customer Health
• Net Dollar Retention
• Customer Advocacy Score
• Active usage