Customer Success Manager, NAMER - Mid Market (Central/East Coast)

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 https://www.uxtools.co/survey/user-research/user-testing-overview—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 https://maze.co/about-us/. This role focuses on supporting mid-market customers across NAMER, with a focus on Central and East Coast time zones. 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 market book across NAMER. - 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 rese