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. The Strategic Customer Success Manager will build trusted relationships with high-value customers, champion the adoption of Maze solutions, and provide strategic guidance to enhance customer success and drive value.

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