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For Companies At a Glance
- Tasks: Help customers succeed with Maze by guiding their research practices and driving product adoption.
- Company: Join a dynamic team at Maze, where innovation meets customer success.
- Benefits: Enjoy health insurance, flexible time off, and a $1,500 remote work setup fund.
- Why this job: Make a real impact by empowering customers to enhance their research capabilities.
- Qualifications: 3+ years in Customer Success or Strategic Account Management in a B2B SaaS environment.
- Other info: Embrace a culture of inclusivity and continuous growth while working remotely across Europe.
The predicted salary is between 50000 - 65000 ÂŁ per year.
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 a 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 Account Management, or Consulting in a B2B SaaS environment. Experience supporting Enterprise or mid‑market customers, ideally with product, design, research, or technical audiences. Strong history of owning renewals and driving retention outcomes.
- Skills & Strengths: Research‑savvy: Comfortable learning, discussing, and guiding research workflows (no formal UXR background required). Teacher mindset: Skilled at translating complex concepts into clear, confidence‑building guidance. Product fluent: You become an expert in Maze and use that fluency to guide customers at scale. Analytical: Able to interpret customer usage, identify patterns, and turn insights into action. Executive presence: Confident leading strategic conversations with senior stakeholders. Startup‑ready: Thrives in ambiguity, adapts quickly, and builds structure in evolving processes. Operationally strong: Organized, proactive, and dependable in managing a dynamic book.
Bonus
- Background or coursework in UX research, product design, behavioral science, or adjacent fields.
- Prior experience supporting research, design, or product teams.
Location: UK, Ireland, Portugal, Spain, or Netherlands.
Inclusivity and Pay
We are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We celebrate non‑traditional life routes and encourage you to apply should you connect with this job description or the Maze culture.
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 workspace.
- 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.
- Open, transparent culture that includes virtual coffee chats, bi‑weekly all‑hands meetings, and more.
Customer Success Manager (Mid-Market), Europe employer: Maze
Contact Detail:
Maze Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Mid-Market), Europe
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching Maze’s products and recent developments. Show us that you’re not just interested in the role but also passionate about what we do. Tailor your answers to reflect how you can help our customers succeed.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've helped customers in the past. We love hearing about your successes and how you’ve driven adoption and engagement.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in our minds as we make decisions.
We think you need these skills to ace Customer Success Manager (Mid-Market), Europe
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success and how it aligns with the role. We want to see how you can help our customers adopt Maze effectively!
Showcase Your Skills: Don’t just list your skills—give us examples of how you've used them in past roles. Whether it's driving adoption or managing renewals, we love seeing real-life applications of your expertise.
Be Authentic: Let your personality shine through! We value unique perspectives and want to know what makes you tick. Share your passion for customer success and how you can contribute to our team culture.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at StudySmarter!
How to prepare for a job interview at Maze
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of Maze and its features. Familiarise yourself with how it can enhance research practices and be ready to discuss specific use cases. This will show your potential employer that you're not just interested in the role, but also passionate about the product.
✨Prepare for Consultative Conversations
Since this role involves advising customers on research methodologies and workflows, practice articulating complex concepts in simple terms. Think of examples from your past experience where you've successfully guided clients or teams through challenges, and be ready to share these stories.
✨Showcase Your Relationship-Building Skills
The Customer Success Manager role is all about building strong relationships. Prepare to discuss how you've fostered connections with clients or stakeholders in previous roles. Highlight your ability to listen, empathise, and adapt your approach based on their needs.
✨Demonstrate Analytical Thinking
Be ready to talk about how you've used data to drive decisions in your past roles. Whether it's identifying patterns in customer usage or forecasting renewals, showcasing your analytical skills will demonstrate your capability to add value to the team and help customers succeed.