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- Tasks: Manage strategic customer accounts and drive product adoption through tailored strategies.
- Company: Maze is a leading user research platform helping companies build better products faster.
- Benefits: Enjoy flexible work hours, health insurance, mental health support, and generous equity options.
- Why this job: Join an early-stage startup making waves in user research and directly impact its success.
- Qualifications: 5+ years in customer success or account management in a SaaS environment required.
- Other info: Open to UK and Portugal candidates only; embrace diverse backgrounds and experiences.
The predicted salary is between 36000 - 60000 £ per year.
Strategic Customer Success Manager – EMEA
Join to apply for the Strategic Customer Success Manager – EMEA role at Maze
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Strategic Customer Success Manager – EMEA
Join to apply for the Strategic Customer Success Manager – EMEA role at Maze
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 AI-powered world, anyone can build a product fast. The real challenge? Deeply understanding user needs and building the
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 AI-powered 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, e-Commerce, Financial Services, Retail, and Automotive, supporting world class customers such as Uber, Amazon, Atlassian, Anthropic & more.
Maze is a Series B company backed by top-tier investors (Felicis, Emergence & Amplify). We operate a global remote workforce driven by our core values.
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:
- 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:
- Customer Health: Proactively monitor and maintain strong customer relationships and satisfaction levels.
- Net Dollar Retention (NDR): Drive revenue growth through renewals and expansion opportunities.
- Customer Advocacy: Elevate customer success stories, contributing to referenceable accounts and testimonials.
- Active Usage: Promote consistent usage and expansion of Maze’s solutions to ensure alignment with customer objectives.
Inclusivity and Pay
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.
Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package.
Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.
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.
- 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 there\’s finally a groundswell building around a path forward that eliminates this compromise – and Maze is leading the charge.
- Product-market 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
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
- 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!
Check out all of our a-maze-ing 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.
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Strategic Customer Success Manager - EMEA employer: Maze
Contact Detail:
Maze Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Customer Success Manager - EMEA
✨Tip Number 1
Familiarise yourself with Maze's platform and its unique features. Understanding how our solutions drive user insights will help you articulate their value to potential clients during interviews.
✨Tip Number 2
Network with professionals in the SaaS B2B space, especially those involved in customer success. Engaging with industry peers can provide valuable insights and connections that may benefit your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlighting measurable outcomes and strategic initiatives will demonstrate your capability to excel in this position.
✨Tip Number 4
Stay updated on trends in user research and product development. Being knowledgeable about current challenges and innovations in the field will position you as a thought leader during discussions with our team.
We think you need these skills to ace Strategic Customer Success Manager - EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, strategic account management, or consulting within a SaaS B2B environment. Use specific examples that demonstrate your ability to drive adoption and retention.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Maze's mission and how your skills align with their needs. Mention your experience with C-level executives and your analytical mindset, as these are key aspects of the role.
Showcase Relevant Tools Experience: If you have hands-on experience with customer success platforms like Gainsight or Salesforce, make sure to mention this in your application. Highlight how you've used these tools to enhance customer relationships and drive success.
Demonstrate Cultural Fit: Maze values inclusivity and diverse perspectives. In your application, reflect on how your unique experiences contribute to a collaborative and innovative work environment. This will show that you resonate with their company culture.
How to prepare for a job interview at Maze
✨Understand Maze's Value Proposition
Before the interview, make sure you have a solid grasp of what Maze does and how it differentiates itself in the user research market. Be prepared to discuss how you can contribute to their mission of making research accessible and intuitive.
✨Showcase Your Strategic Customer Success Experience
Highlight your previous experience in customer success or strategic account management, especially in a SaaS B2B environment. Be ready to share specific examples of how you've driven adoption and retention for high-value accounts.
✨Demonstrate Executive Presence
Since this role involves engaging with C-level executives, practice articulating your thoughts clearly and confidently. Prepare to discuss how you would present business reviews and strategic guidance to senior leadership.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about challenges you've faced in previous roles and how you resolved them. Think of creative, scalable solutions you've implemented that could apply to potential client scenarios at Maze.
