Note: The job is a remote job and is open to candidates in USA. Maze is a user research platform that helps companies build the right products faster by making user insights available at the speed of product development. The Customer Success Manager will partner with mid-market customers across NAMER, focusing on driving adoption, strengthening research workflows, and owning renewal success while providing consultative support and strategic guidance.
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
Skills
- 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
- Research-savvy: Comfortable learning, discussing, and guiding research workflows (no formal UXR background required)
- Teacher mindset: Skilled at translating complex concepts into clear, confidence-building guidance
- Product fluent: You become an expert in Maze and use that fluency to guide customers at scale
- Analytical: Able to interpret customer usage, identify patterns, and turn insights into action
- Executive presence: Confident leading strategic conversations with senior stakeholders
- Startup-ready: Thrives in ambiguity, adapts quickly, and builds structure in evolving processes
- Operationally strong: Organized, proactive, and dependable in managing a dynamic book
- Background or coursework in UX research, product design, behavioral science, or adjacent fields
- Prior experience supporting research, design, or product teams
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
Company Overview