Customer Success Manager, NAMER

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $68 800 - $78 500 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Maze

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2018

☁️ SaaS

⚡ Productivité

🏢 Entreprise

SaaS • Productivity • Enterprise

Maze est une plateforme de recherche utilisateur qui accélère le processus de collecte et d'analyse des insights utilisateurs. Elle permet aux entreprises de mener des études efficacement, de recruter des participants et de prendre des décisions basées sur les données rapidement, le tout au sein d'une seule et même plateforme. Maze propose des fonctionnalités telles que le test de prototypes, les études d'utilisabilité et le reporting automatisé, rendant la recherche plus rapide et plus accessible à travers les différentes étapes du développement. Elle s'adresse à une vaste gamme d'industries, y compris les services financiers, l'assurance, la technologie et les logiciels. La plateforme met l'accent sur la sécurité des données et la conformité au RGPD, offrant des fonctionnalités de niveau entreprise comme la transmission sécurisée des données, le contrôle d'accès et les espaces de travail privés. Maze vise à démocratiser la recherche, permettant aux équipes de recueillir des retours et des insights à la vitesse de développement des produits, améliorant les expériences utilisateurs par des décisions éclairées.

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 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. • 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. • 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. • 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. • 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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