Customer Success Manager, Europe – Emerging Markets

🕒 April 16

🇬🇧 United Kingdom – Remote

💵 €61k - €72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Maze

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

⚡ Productivity

🏢 Enterprise

SaaS • Productivity • Enterprise

Maze is a user research platform that accelerates the process of gathering and analyzing user insights. It enables companies to efficiently conduct studies, recruit participants, and make data-driven decisions quickly, all within a single platform. Maze offers features like prototype testing, usability studies, and automated reporting, making research faster and more accessible across various stages of development. It caters to a wide range of industries, including financial services, insurance, tech, and software. The platform emphasizes data security and GDPR compliance, offering enterprise-grade features like secure data transmission, access control, and private workspaces. Maze aims to democratize research, allowing teams to collect feedback and insights at the speed of product development, enhancing user experiences through informed decisions.

📋 Description

• 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. • 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. • 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. • Advise senior stakeholders on integrating continuous research into their product development processes. • Lead structured Executive Business Reviews (EBRs) that showcase value, measurable impact, usage trends, insights, and aligned next steps. • Act as the Voice of the Customer, surfacing adoption blockers, research trends, product feedback, and insights to Product, Research Partners, and GTM leadership.

🎯 Requirements

• 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. • 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.

🏖️ 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 work space • 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 • SWAG, we have some really cool swag • Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more