Strategic Customer Success Manager

Maze

Strategic Customer Success Manager at Maze responsible for managing high-value customer relationships. Driving adoption of solutions and ensuring customer advocacy and engagement in SaaS B2B environment.

Posted 5/14/2026full-timeRemote • Alabama, Alaska, Arizona, California, Colorado, Connecticut, Florida, Hawaii, Idaho, Illinois, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Montana, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming • 🇺🇸 United StatesMid-LevelSenior💰 $123,000 - $145,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners.
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.
Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration.
Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth.
Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition.

Requirements

What you’ll need

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.
Confidence and expertise in engaging with senior leadership, including C-level executives and decision-makers, to deliver impactful presentations, business reviews, and strategic guidance.
Strong ability to analyze customer data and deliver actionable insights that drive adoption, mitigate risk, and highlight growth opportunities.
Thrive in a fast-paced, ever-evolving environment, and embrace innovation as you help customers navigate Maze’s solutions and industry changes.
Hands-on experience with customer success platforms like Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successstrategic account managementconsultingdata analysispresentation skillsbusiness reviewsstrategic guidanceadoption strategiesretention strategiesadvocacy

Soft Skills

relationship buildingcommunicationcollaborationproblem-solvingcreativityadaptabilityinnovationleadershipcustomer advocacystakeholder engagement