Strategic Customer Success Manager

Summary

Join Maze, a Series B-funded startup, as a Strategic Account Manager and build strong relationships with high-value customers. You will champion Maze solutions, provide strategic guidance to C-level executives, and conduct impactful business reviews. This role requires a minimum of 5 years of experience in a customer-facing role within a SaaS B2B environment. You will need strong analytical skills, executive presence, and proficiency with customer success platforms. Based in the UK or Portugal, you will contribute to customer health, net dollar retention, and customer advocacy. Maze offers a comprehensive benefits package including health insurance, life and disability insurance, flexible time off, paid family leave, and a remote work setup fund.

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

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

Preferred Qualifications

• Business fluency in Spanish or Portuguese
• 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