Strategic Customer Success Manager EMEA
Offer summary
Qualifications:
Minimum 5 years of experience in customer-facing roles within SaaS B2B environments., Proven track record in strategic account management, customer success, or consulting., Strong ability to engage with C-level executives and decision-makers., Hands-on experience with customer success tools like Gainsight, ChurnZero, or Salesforce..Key responsibilities:
- Build and maintain deep relationships with high-value customers.
- Drive adoption and engagement of Maze solutions through tailored strategies.
- Provide strategic guidance and insights to client leadership to demonstrate ROI.
- Collaborate with cross-functional teams to ensure customer success and identify growth opportunities.
Job description
About Maze
Maze is the user research platform that helps companies build the right products faster by making user insights available at the speed of product development.
In most companies, research demand far exceeds supply. Time, cost, and lack of access to expertise hold teams back. In today’s AIpowered world, anyone can build a product fast. The real challenge? Deeply understanding user needs and building the right product. That’s where Maze comes in.
We believe companies shouldn’t have to choose between building fast and building right. Maze makes research accessible, intuitive, and fast so product teams can put user insights at the center of every decision.
Our platform enables researchers, designers, and product managers to quickly recruit participants, run studies autonomously, and surface insights that actually drive product decisions. Our AI capabilities automate the busywork and add depth and direction to the insights themselves.
That’s why Maze was recently named the #1 user research platform in UX Tools’ Design Tools Survey—and why we’re scaling fast across industries like B2B SaaS, eCommerce, Financial Services, Retail, and Automotive, supporting world class customers such as Uber, Amazon, Atlassian, Anthropic & more.
Maze is a Series B company backed by toptier investors (Felicis, Emergence & Amplify). We operate a global remote workforce driven by our core values.
WHAT YOU WILL DO:Strategic Account Management: Build deep, trusted relationships with a portfolio of highvalue, 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 Clevel 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.
ProblemSolving: Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and crossfunctional 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.
CrossFunctional Collaboration: Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, highimpact customer experience that reinforces Maze’s value proposition.
WHAT WE ARE LOOKING FOR:Strategic Customer Success Experience: Minimum 5 years in a customerfacing 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 Clevel executives and decisionmakers, 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 fastpaced, everevolving environment, and embrace innovation as you help customers navigate Maze’s solutions and industry changes.
CS Tool Proficiency: Handson experience with customer success platforms like Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools.
BONUS POINTS IF:
Languages: Business fluency in Spanish or Portuguese.
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.
GOALS YOU WILL CONTRIBUTE TO OR OWN:
Earlystage startup: You will join an earlystage startup with less than 150 team members. This means youll have the unique opportunity to directly impact success and help shape the future of Maze.
Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But theres finally a groundswell building around a path forward that eliminates this compromise and Maze is leading the charge.
Productmarket Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions
BenefitsHealth 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
Life and Disability Insurance, 100% of the team member premium paid
$500month 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
Open, transparent culture that includes virtual: coffee chats, biweekly allhands meetings, and more
Check out all of our amazeing benefits here.
Outreach NoticeWe understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.
Languages: Business fluency in Spanish or Portuguese.
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.
Earlystage startup: You will join an earlystage startup with less than 150 team members. This means youll have the unique opportunity to directly impact success and help shape the future of Maze.
Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But theres finally a groundswell building around a path forward that eliminates this compromise and Maze is leading the charge.
Productmarket Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions
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
Life and Disability Insurance, 100% of the team member premium paid
$500month 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
Open, transparent culture that includes virtual: coffee chats, biweekly allhands meetings, and more
Check out all of our amazeing benefits here.
Outreach Notice
We understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.
Benefits
GOALS YOU WILL CONTRIBUTE TO OR OWN:
Required profile
Experience
Other Skills
- Analytical Skills
- Problem Solving
- Adaptability
- Teamwork
- Communication
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