Customer Success Manager, NAMER - Mid Market (Central/East Coast)

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 https://www.uxtools.co/survey/user-research/user-testing-overview—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 https://maze.co/about-us/. This role focuses on supporting mid-market customers across NAMER, with a focus on Central and East Coast time zones. ABOUT THE ROLE The Customer Success Manager will partner with some of Maze’s most impactful customers, helping them adopt Maze effectively while elevating their research maturity and confidence. This is a consultative, education-forward role, blending product expertise with research guidance, strategic advisory, and renewal ownership. You’ll thrive here if you’re a proactive educator, a strong relationship builder, and someone who loves helping customers unlock new capabilities through better research practices. Your remit spans driving adoption, strengthening research workflows, delivering measurable value, and owning renewal success for your book. WHAT YOU’LL DO: CUSTOMER EDUCATION & RESEARCH ENABLEMENT - 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. PORTFOLIO OWNERSHIP (ADOPTION + FULL RENEWAL OWNERSHIP) - 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. EXPANSION IDENTIFICATION & PARTNERSHIP - 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. EXECUTIVE & STRATEGIC GUIDANCE - 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. HIGH-IMPACT BUSINESS REVIEWS - 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. CROSS-FUNCTIONAL PARTNERSHIP & VOICE OF CUSTOMER - 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. WHO YOU ARE: EXPERIENCE - 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. SKILLS & STRENGTHS - 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. BONUS - Background or coursework in UX research, product design, behavioral science, or adjacent fields. - Prior experience supporting research, design, or product teams. 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 https://mazedesign.notion.site/Benefits-Full-Time-Team-Member-fac6236ca0d6452dbc659a1947d89317 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 http://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 https://mazedesign.notion.site/Benefits-fac6236ca0d6452dbc659a1947d89317.  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.