Strategic Customer Success Manager

📋 Description

• Establish and nurture strong, trustworthy relationships with a portfolio of high-value, strategic clients. Gain insights into their business objectives and develop customized strategies to deliver value and achieve measurable results.

• Advocate for the utilization of Maze solutions by proactively uncovering growth opportunities and suggesting tailored use cases that align with the evolving needs and strategic priorities of the client.

• Serve as a consultant and thought partner to C-level executives and key stakeholders, offering insights that enhance their research practices and showcase the impact of Maze’s solutions on their business objectives.

• Conduct regular and impactful Business Reviews to communicate ROI, share insights, and strengthen alignment with client leadership and budget decision-makers.

• Represent the voice of the customer within Maze, delivering actionable feedback to product, sales, marketing, and support teams to continuously refine our offerings and meet client demands.

• Proactively identify challenges and offer innovative, scalable solutions to ensure client success, utilizing internal resources and fostering cross-functional collaboration.

• Collaborate with Account Executives (AEs) and Account Managers (AMs) to secure renewals and pinpoint expansion opportunities, playing a vital role in customer retention and revenue growth.

• Work in tandem with Sales, Product, Marketing, and Research Partner teams to provide a cohesive and impactful customer experience that reinforces Maze’s value proposition.

⛳️ Requirements

• At least 5 years of experience in a customer-facing role (e.g., customer success, strategic account management, or consulting) within a SaaS B2B environment, demonstrating a proven ability to drive adoption, retention, and advocacy for strategic accounts.

• Confidence and proficiency in engaging with senior leadership, including C-level executives and decision-makers, to deliver impactful presentations, business reviews, and strategic advice.

• Strong analytical skills to assess customer data and provide actionable insights that promote adoption, minimize risk, and reveal growth opportunities.

• Ability to thrive in a dynamic, fast-paced environment, embracing innovation while assisting customers in navigating Maze’s solutions and industry shifts.

• Practical experience with customer success platforms such as Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools.

🏝️ Benefits

• Health insurance with international coverage, including vision and dental: 100% of the team member premium covered.

• Free access to comprehensive mental health care, unlimited virtual therapy sessions (with a human), and 24/7 access to resources.

• Life and Disability Insurance, with 100% of the team member premium covered.

• Flexible time off policy.

• Meaningful equity opportunities.

• Fully paid company retreats organized by Maze.

• A new MacBook (laptop) provided by Maze.

• Paid Family leave: 16 weeks for birth or adoptive parents.

• $500/month allocated for dependent health insurance coverage.

• $1,500 remote work setup fund to create an effective workspace.

• Flexible work schedule allowing you to manage your own hours.

• Monthly Bonus.ly points awarded to recognize teamwork, dedication, and helpfulness - points can be redeemed for gift cards and more.

• Virtual social events held randomly throughout the year.

• Exciting company swag available.

• An open, transparent culture featuring virtual coffee chats, bi-weekly all-hands meetings, and more.