Strategic Customer Success Manager - US (EST/CST)

Responsibilities

• 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.

Requirements

• 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.
• BONUS POINTS IF:
• Research expertise
• Certification in Google's Conduct UX Research and Test Early Concepts (Coursera) or equivalent experience in user research methodologies, UX principles, and leveraging insights to drive strategy.
• GOALS YOU WILL CONTRIBUTE TO OR OWN:
• Customer Health & Customer Advocacy
• Proactively monitor and maintain strong customer relationships and satisfaction levels.
• Net Dollar Retention (NDR)
• Drive revenue growth through renewals and expansion opportunities.
• Elevate customer success stories, contributing to referenceable accounts and testimonials.
• Active Usage
• Promote consistent usage and expansion of Maze's so

Benefits

Additional Information

About Maze Maze is the user research platform that helps companies build the right products faster by making user insights available at the speed of product development. In most companies, research demand far exceeds supply. Time, cost, and lack of access to expertise hold teams back. In today's AI-powered world, anyone can build a product fast. The real challenge? Deeply understanding user needs and building the right product. That's where Maze comes in. We believe companies shouldn't have to choose between building fast and building right. Maze makes research accessible, intuitive, and fast so product teams can put user insights at the center of every decision. Our platform enables researchers, designers, and product managers to quickly recruit participants, run studies autonomously, and surface insights that actually drive product decisions. Our AI capabilities automate the busywork and add depth and direction to the insights themselves. That's why Maze was recently named the #1 user research platform in UX Tools' Design Tools Survey -and why we're scaling fast across industries like B2B SaaS, e-Commerce, Financial Services, Retail, and Automotive, supporting world class customers such as Uber, Amazon, Atlassian, Anthropic & more. Maze is a Series B company backed by top-tier investors (Felicis, Emergence & Amplify). We operate a global remote workforce driven by our core values . Please note that this role is open exclusively to candidates based in the United States or Canada in the Eastern or Central Timezones . Due to the nature of our work and collaboration requirements, applications from other locations will not be considered. We appreciate your understanding and interest!

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