Strategic Customer Success Manager - US (EST/CST)

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!

WHAT YOU WILL DO:

**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.

WHAT WE ARE LOOKING FOR:

**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 solutions to ensure alignment with customer objectives.

Inclusivity and Pay

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture. Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package. Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.

Why Maze is unique

Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze. Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But there's finally a groundswell building around a path forward that eliminates this compromise - and Maze is leading the charge. Product-market Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions

Benefits

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid
• For some locations, coverage options vary, please see our benefits pages for more information
• 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
• If you don't have dependents to add to your plan, you will still get access to this money to be used at your discretion to get the benefits that matter to you with our flexible a-maze-ing benefits - gym memberships, co-working spaces, food, travel, whatever!
• $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

Check out all of our a-maze-ing benefits here.

Outreach Notice

We understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.