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

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
• 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

Company Overview