[Hiring] Strategic Customer Success Manager @Maze

Role Description

As a Strategic Account Manager at Maze, you will:

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid.
• 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.
• $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.