Maze

Customer Success Manager, NAMER

Maze

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $68,800 - $78,500 per year

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Health insurance with international coverage, vision, and dental: 100% of the team member premium paid
  • Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources
  • Life and Disability Insurance, 100% of the team member premium paid
  • Flexible time off
  • Meaningful equity
  • Company retreats, fully paid for by Maze
  • New MacBook (laptop), paid for by Maze
  • Paid Family leave: 16 weeks for birth or adoptive parents
  • $500/month to be used for dependent health insurance coverage
  • $1,500 remote work setup fund to ensure you can set up a productive work space
  • Flexible work schedule where you manage your own working hours
  • Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more
  • Virtual social engagements randomly throughout the year
  • SWAG, we have some really cool swag
  • Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
research methodologiesstudy designparticipant recruitmentinsight analysisrenewal forecastingpricingquotingnegotiationupsellcross-sell
Soft Skills
customer supportstrategic recommendationscollaborationcommunicationleadershiprelationship managementproblem-solvingadaptabilitystakeholder engagementorganizational change management