Customer Success Manager, NAMER
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Job Description
Customer Success Manager supporting mid-market customers across NAMER. Educating clients on research practices and leading product adoption efforts.
Responsibilities:
- 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
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