Strategic Customer Success Manager - US (EST/CST)

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. They are seeking a Strategic Customer Success Manager to build deep relationships with high-value customers, drive the adoption of Maze solutions, and provide strategic guidance to enhance client research practices.

Responsibilities:

• 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
• 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
• 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
• Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners
• 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
• Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration
• Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth
• Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition

Requirements:

• 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
• Confidence and expertise in engaging with senior leadership, including C-level executives and decision-makers, to deliver impactful presentations, business reviews, and strategic guidance
• Strong ability to analyze customer data and deliver actionable insights that drive adoption, mitigate risk, and highlight growth opportunities
• Thrive in a fast-paced, ever-evolving environment, and embrace innovation as you help customers navigate Maze's solutions and industry changes
• Hands-on experience with customer success platforms like Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools
• 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