Customer Success Manager, Maze

• You’ll thrive here if you’re a proactive educator, a strong relationship builder, and someone who loves helping customers unlock new capabilities through better research practices
• 3+ years in Customer Success, Strategic Account Management, or Consulting in a B2B SaaS environment
• Experience supporting Enterprise or mid-market customers, ideally with product, design, research, or technical audiences
• Strong history of owning renewals and driving retention outcomes
• Research-savvy: Comfortable learning, discussing, and guiding research workflows (no formal UXR background required)
• Teacher mindset: Skilled at translating complex concepts into clear, confidence-building guidance
• Product fluent: You become an expert in Maze and use that fluency to guide customers at scale
• Analytical: Able to interpret customer usage, identify patterns, and turn insights into action
• Executive presence: Confident leading strategic conversations with senior stakeholders
• Startup-ready: Thrives in ambiguity, adapts quickly, and builds structure in evolving processes
• Operationally strong: Organized, proactive, and dependable in managing a dynamic book
• We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture

Desirable

• This role focuses on supporting mid-market customers across NAMER, with a focus on Central and East Coast time zones
• The Customer Success Manager will partner with some of Maze’s most impactful customers, helping them adopt Maze effectively while elevating their research maturity and confidence
• This is a consultative, education-forward role, blending product expertise with research guidance, strategic advisory, and renewal ownership
• Your remit spans driving adoption, strengthening research workflows, delivering measurable value, and owning renewal success for your book
• Support customers in adopting Maze effectively and building confidence in their research practice
• Advise on research methodologies, study design best practices, participant recruitment strategies, and insight analysis
• Tailor guidance to customers across a wide research maturity range—from seasoned UXRs to teams new to research
• Help customers scale research beyond individuals into broader cross-functional teams
• Own the post-sale relationship and renewal strategy for a mid market book across NAMER
• Drive adoption depth, feature utilization, and long-term engagement across multiple teams and organizational levels
• Fully own the renewal motion—pricing, quoting, negotiation, forecasting, and value narrative
• Maintain strong, predictable renewal forecasting and manage risk early
• Develop deep product expertise to guide customers on advanced capabilities and new features
• Identify new champions, emerging use cases, workflow expansion, and organizational signals that point to healthy upsell or cross-sell pathways
• Qualify expansion opportunities and collaborate with AMs/AEs on structuring, forecasting, and progressing the commercial motion
• Partner with AMs/AEs directly on large, multi-team, or complex expansion initiatives where they lead the commercial negotiation
• Advise senior stakeholders—Design Directors, Heads of Research, VP Product, and occasionally C-suite—on integrating continuous research into their product development processes
• Guide customers through organizational change and research maturity acceleration, helping Maze become a central part of how they build products
• Deliver strategic recommendations that tie Maze usage directly to business outcomes
• Lead structured Executive Business Reviews (EBRs) that showcase value, measurable impact, usage trends, insights, and aligned next steps
• Surface opportunities to deepen adoption and expand Maze into additional teams
• Act as the Voice of the Customer, surfacing adoption blockers, research trends, product feedback, and insights to Product, Research Partners, and GTM leadership
• Collaborate with Product to shape roadmap priorities informed by customer behavior
• Work with Marketing and Research Partners to amplify customer stories, best practices, and referenceability