Customer Success Manager

• 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.

Strategic Customer Success Manager

• Build and scale a Client Success function from the ground up
• Define the vision, operating model, and execution of Client Success across the organization
• Establish how Lumelight drives client value, retention, and expansion
• Personally manage a portfolio of key clients and lead strategic accounts

Practice Leader, Client Success

• Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.
• Provide daily support to members who need assistance with their online subscription
• Gather the customer's information and determine the issue by evaluating and analyzing the issue.
• Stay current with system information, changes, and updates.
• Effectively share best practices and experiences with colleagues.
• Keep accurate records of subscribers’ service by utilizing software systems.
• Accurately input customer payments and other information such as vacation stops, change of address, digital and print subscription starts.
• Help subscribers maximize the benefits of their membership and demonstrate the value of the FCC sites by matching interests and requirements to content, tools, and features.
• Handle phone inquiries and address complaints from company stakeholders in a pleasant, polite, and efficient manner.
• Maintain confidentiality of members and adhere to PCI compliance practices.
• Assist members in troubleshooting access difficulties to our online platform.
• Daily computer processing and other duties as assigned.

Customer Success Representative

• Build and maintain strong relationships with our customers.
• Understand customers' business objectives and help leverage our solutions.
• Manage customer handoff from Onboarding team to Regional Operations team.
• Proactively monitor customer health and engage to ensure success.
• Develop and deliver Quarterly Business Reviews.
• Gather customer feedback for product development.
• Triage partner requests and work with relevant teams.
• Keep partners informed of issues in parking facilities.
• Respond to every customer inquiry in a timely manner.
• Help partners troubleshoot product-related bugs or concerns.
• Look for opportunities for expanding partnerships with customers.

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