At a Glance
- Tasks: Support customers in adopting Maze and elevate their research practices.
- Company: Join a fast-growing startup revolutionising product research with a fully remote team.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Work with top-tier clients like Uber and Amazon in a dynamic, supportive environment.
- Why this job: Make a real impact by helping companies build better products through user insights.
- Qualifications: 3+ years in Customer Success or Strategic roles, strong relationship-building skills.
The predicted salary is between 55000 - 60000 £ per year.
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.
Location: UK, Ireland, Portugal, Spain, or Netherlands
About the Role
The Customer Success Manager will partner with some of Maze’s most impactful customers, helping them adopt Maze effectively while elevating their research maturity and confidence. This is a consultative, education-forward role, blending product expertise with research guidance, strategic advisory, and renewal ownership. You’ll thrive here if you’re a proactive educator, a strong relationship builder, and someone who loves helping customers unlock new capabilities through better research practices. Your remit spans driving adoption, strengthening research workflows, delivering measurable value, and owning renewal success for your book.
What You’ll Do:
- Customer Education & Research Enablement: Support customers in adopting Maze effectively and building confidence in their research practice. Advise on research methodologies, study design best practices, participant recruitment strategies, and insight analysis. Tailor guidance to customers across a wide research maturity range—from seasoned UXRs to teams new to research. Help customers scale research beyond individuals into broader cross-functional teams.
- Portfolio Ownership (Adoption + Full Renewal Ownership): Own the post-sale relationship and renewal strategy for an Mid-upper commercial book across emerging EMEA accounts. Drive adoption depth, feature utilization, and long-term engagement across multiple teams and organizational levels. Fully own the renewal motion—pricing, quoting, negotiation, forecasting, and value narrative. Maintain strong, predictable renewal forecasting and manage risk early. Develop deep product expertise to guide customers on advanced capabilities and new features.
- Expansion Identification & Partnership: Identify new champions, emerging use cases, workflow expansion, and organizational signals that point to healthy upsell or cross-sell pathways. Qualify expansion opportunities and collaborate with AMs/AEs on structuring, forecasting, and progressing the commercial motion. Partner with AMs/AEs directly on large, multi-team, or complex expansion initiatives where they lead the commercial negotiation.
- Executive & Strategic Guidance: Advise senior stakeholders—Design Directors, Heads of Research, VP Product, and occasionally C-suite—on integrating continuous research into their product development processes. Guide customers through organizational change and research maturity acceleration, helping Maze become a central part of how they build products. Deliver strategic recommendations that tie Maze usage directly to business outcomes.
- High-Impact Business Reviews: Lead structured Executive Business Reviews (EBRs) that showcase value, measurable impact, usage trends, insights, and aligned next steps. Surface opportunities to deepen adoption and expand Maze into additional teams.
- Cross-Functional Partnership & Voice of Customer: Act as the Voice of the Customer, surfacing adoption blockers, research trends, product feedback, and insights to Product, Research Partners, and GTM leadership. Collaborate with Product to shape roadmap priorities informed by customer behavior. Work with Marketing and Research Partners to amplify customer stories, best practices, and referenceability.
Who You Are:
Experience: 3+ years in Customer Success, Strategic
Remote Customer Success Manager, Europe (Emerging Markets) in Barnsley employer: Maze
Maze is an exceptional employer that champions a fully remote work culture, allowing you to collaborate with a diverse team across 35+ countries while focusing on meaningful customer relationships. With a strong emphasis on employee growth, Maze offers opportunities for professional development and the chance to make a significant impact in the user research space, all while enjoying the flexibility of working from locations like the UK, Ireland, Portugal, Spain, or the Netherlands.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager, Europe (Emerging Markets) in Barnsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Maze. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Maze before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Manager, Europe (Emerging Markets) in Barnsley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Maze:Your cover letter is your chance to shine! Tell us why you want to work at Maze specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Maze!
How to prepare for a job interview at Maze
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
