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 are a fully remote team working across 35+ countries.
Maze is the user research platform that empowers any company to build the right products faster, by making user insights available at the speed of product development.
We believe that companies that win are incorporating user insights at every stage of product development, where the organization is empowered to conduct research no matter what their maturity, and that Research can focus on high-value questions with the greatest impact.
Built for ease of use, Maze allows researchers, designers, and product managers to collect and share user insights when needed most, putting them at the center of every decision.
With Maze, companies can recruit the right participants effortlessly, conduct research autonomously, and analyze user insights that drive actual decisions.
Please note that this role is open exclusively to candidates based in the United Kingdom and Portugal. Due to the nature of our work and collaboration requirements, applications from other locations will not be considered. We appreciate your understanding and interest!
WHAT YOU WILL DO:
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.
WHAT WE ARE LOOKING FOR:
Strategic Customer Success Experience: 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.
Executive Presence: Confidence and expertise in engaging with senior leadership, including C-level executives and decision-makers, to deliver impactful presentations, business reviews, and strategic guidance.
Analytical Mindset: Strong ability to analyze customer data and deliver actionable insights that drive adoption, mitigate risk, and highlight growth opportunities.
Adaptability: Thrive in a fast-paced, ever-evolving environment, and embrace innovation as you help customers navigate Maze’s solutions and industry changes.
CS Tool Proficiency: Hands-on experience with customer success platforms like Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools.
BONUS POINTS IF:
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Languages: Business fluency in Spanish or Portuguese.
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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.
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