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

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

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
• 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