Strategic Customer Success Manager, Maze

• Strategic Customer Success Experience: Minimum 5 years in a customer-facing role (e.g., customer success, strategic account management, or consulting) in a SaaS B2B environment, with a proven track record of driving adoption, retention, and advocacy for strategic accounts
• Executive Presence: Confidence and expertise in engaging with senior leadership, including C-level executives and decision-makers, to deliver impactful presentations, business reviews, and strategic guidance
• Analytical Mindset: Strong ability to analyze customer data and deliver actionable insights that drive adoption, mitigate risk, and highlight growth opportunities
• Adaptability: Thrive in a fast-paced, ever-evolving environment, and embrace innovation as you help customers navigate Maze’s solutions and industry changes
• CS Tool Proficiency: Hands-on experience with customer success platforms like Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools

Desirable

• Strategic Account Management: Build deep, trusted relationships with a portfolio of high-value, strategic customers. Understand their business objectives and create customized strategies to drive value and achieve measurable outcomes
• Adoption & Engagement: Champion the adoption of Maze solutions by proactively identifying opportunities for growth and recommending tailored use cases aligned with the client’s evolving needs and strategic priorities
• Strategic Guidance: Act as a consultant and thought partner to C-level executives and key stakeholders, providing insights that elevate their research practices and demonstrate the impact of Maze’s solutions on their business goals
• Business Reviews: Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners
• Customer Advocacy: Serve as the voice of the customer within Maze, providing actionable feedback to product, sales, marketing, and support teams to continuously improve our offerings and align with client needs
• Problem-Solving: Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration
• Renewal & Expansion: Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition
• GOALS YOU WILL CONTRIBUTE TO OR OWN:
• Customer Health: Proactively monitor and maintain strong customer relationships and satisfaction levels
• Net Dollar Retention (NDR): Drive revenue growth through renewals and expansion opportunities
• Customer Advocacy: Elevate customer success stories, contributing to referenceable accounts and testimonials
• Active Usage: Promote consistent usage and expansion of Maze’s solutions to ensure alignment with customer objectives

• During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations