Enterprise Customer Success Manager (Spanish Speaking)

📋 Description

• • Own the post-sale journey for Maze’s most strategic Enterprise and upper-Commercial accounts across the US and LATAM, acting as the single-threaded owner of adoption, value realization, and full-cycle renewal success.
• • Serve as a bilingual educator and research coach, delivering tailored workshops, office hours, and asynchronous guidance that moves customers from first login to mature, scaled research programs—whether they are seasoned UXRs or teams running their very first study.
• • Drive measurable adoption depth by mapping customer objectives to Maze capabilities, creating success plans that track feature utilization, participant recruitment efficiency, insight velocity, and ROI, then iterating with data-backed recommendations every 30, 60, 90 days.
• • Fully own the renewal motion: build pricing narratives, negotiate multi-year agreements, forecast risk and upside in Salesforce, and secure signed renewals ahead of schedule while protecting net-revenue retention above 110 %.
• • Identify expansion signals—new product lines, international offices, or adjacent teams ready to scale research—and partner with Account Managers and Account Executives to craft multi-workspace, multi-year proposals that grow ARR.
• • Lead quarterly Executive Business Reviews (EBRs) with Design Directors, Heads of Research, VP Product, and occasionally C-suite stakeholders, showcasing quantified impact, surfacing strategic next steps, and cementing Maze as an embedded part of their product operating system.
• • Translate complex research methodologies (moderated vs. unmoderated, card-sorting, tree-testing, first-click, five-second, etc.) into clear, confidence-building guidance that non-researchers can execute autonomously, accelerating democratization without sacrificing rigor.
• • Champion the Voice of the Customer inside Maze: funnel adoption blockers, feature requests, and workflow insights to Product, Engineering, and GTM leadership, then close the loop with customers when roadmap items ship.
• • Collaborate with Marketing and Research Partners to turn customer wins into case studies, webinars, and conference talks that amplify Maze’s thought leadership and create referenceable champions.
• • Maintain an always-on feedback loop with cross-functional pods—Product, Support, Professional Services, and Revenue Ops—to ensure seamless handoffs, eliminate friction, and continuously refine the Enterprise customer experience.
• • Leverage Spanish fluency (and Portuguese if available) to deliver localized onboarding, documentation, and executive conversations that accelerate time-to-value for LATAM subsidiaries and Spanish-speaking teams inside global enterprises.
• • Build and iterate scalable playbooks, email sequences, and in-app guidance that enable Customer Success Associates and scaled CS programs to replicate your high-touch success across hundreds of accounts.
• • Stay ahead of industry trends—AI-assisted synthesis, panel quality, accessibility standards, privacy regulations—so you can proactively advise customers on evolving best practices and position Maze as the future-proof choice.
• • Model Maze’s core values: Be Human, Seek Progress, Own the Outcome, and Default to Transparency, fostering inclusive, high-trust relationships that turn customers into lifelong advocates.