Job details

Customer Success Manager

About Maze

Maze is a Series B-funded startup building the future of product research for modern teams. We're backed by some of the world's best funds and have an extensive advisory network.

We're on a mission to empower modern teams to build better user experiences by testing and learning rapidly with real users. To do this, we've partnered with the world's biggest design tools, including Adobe XD, Figma, Sketch, and Marvel. We power over 60,000 brands globally, including IBM, Logitech, Pipedrive, Uber, Greenpeace, and Braze.

We're a fully remote team working across 35+ countries. You'll be joining a passionate team whose resumes include Canva, Figma, GitLab, Google, InVision, Typeform and Zendesk.

WHAT YOU WILL DO

Drive Adoption of Maze: Focus on increasing usage of Maze solutions by providing prescriptive guidance and recommending use cases based on client’s business goals.
Strategic Guidance & Project Management: Understand clients’ business objectives and provide tailored strategies to ensure Maze is deployed, adopted and utilized that drives impact towards their research goals and practices.
Customer Advocacy: Advocate for the customer within the company, providing feedback to the product, sales, marketing and support team to enhance our offerings based on client needs.
Trusted Advisor: Establish credibly by having regular cadences with C-level execs and budget holders to deliver effective Business Reviews to demonstrate ROI/Value of research and surface relevant industry content to help elevate research practice.
Problem Solver: Independently scope issue at hand and provide viable solutions for your customer with the help of your internal peers and stakeholders.
Cross-Functional Collaboration: Work closely with Sales, Research Partner, Product, and Marketing teams to align efforts and deliver a cohesive customer experience.
Renewals and Growth: Drive customer retention by ensuring high levels of customer satisfaction and identifying growth opportunities for your AE/AM partners.

WHAT WE ARE LOOKING FOR

Customer Facing Saas Background: Minimum 5 years of a customer facing role (account management, sales, customer success management, etc.) and have a consistent track record of over achievement in increasing client satisfaction, adoption, retention and advocacy within a SaaS B2B business.
Agility in Fast Paced Environments: Enjoy and motivated by constantly evolving landscape of customers and product innovation
High analytical skills: Ability to analyze and dissect data to help drive adoption and surface opportunities and risks
CS Tooling Experience: Experience with CS tools such as ChurnZero, Salesforce, Gainsight, Catalyst and more.
Location: East Coast (Clients will primarily be in EST, UK, CEST timezone)
Bonus Points:
- Business Fluent in Spanish or Portugese
- User Research: Certified in Google’s Conduct UX Resarch and Test Early Concepts Coursera Course or have adequate background in user research methodologies, understanding of user experience (UX) principles, and ability to translate research insights into business strategies.

GOALS YOU WILL CONTRIBUTE TO OR OWN

Customer Health
Net Dollar Retention
Customer Advocacy Score
Active usage

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture.

Why Maze is unique

Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.
Category: We're on a mission to democratize user testing and are truly excited about defining a new space where anyone can test and learn rapidly.
Product-market Fit: We already have a strong product-market fit for product designers and a NPS of 60, and we're excited to build on top of this to reach PMF for our new user segments.
5x Growth: We're a fast-growing startup and we have big goals! You will have the opportunity to impact Maze's growth and help us achieve the next milestone in our journey.

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
Unlimited, 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