Maze

Compensation

Full Description

Job 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 Enterprise + upper-Commercial book across the US and LATAM. • 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. Requirements: • 5+ 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. • English + Spanish fluency is required • Fluency in Portuguese a big plus (Brazil + broader LATAM support) 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 • SWAG, we have some really cool swag • Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more