Job Overview
Location
United States
Job Type
Full-time
Category
Customer Success
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Build and maintain deep, trusted relationships with a portfolio of high-value strategic customers in B2B SaaS, aligning Maze’s user research platform with their business objectives to drive measurable outcomes.
- • Champion adoption and expansion of Maze solutions by identifying tailored use cases that align with clients’ evolving strategic priorities and product development needs.
- • Act as a strategic consultant and thought partner to C-level executives and key decision-makers, providing insights that elevate their research practices and demonstrate the tangible impact of Maze on business goals.
- • Conduct regular, high-impact Business Reviews to articulate ROI, deliver actionable insights, and strengthen alignment with client leadership and budget owners.
- • Serve as the primary voice of the customer within Maze, synthesizing feedback from clients and translating it into actionable improvements for Product, Sales, Marketing, and Support teams.
- • Proactively identify customer challenges and devise scalable, creative solutions using internal cross-functional resources to ensure sustained client success and satisfaction.
- • Partner closely with Account Executives and Account Managers to secure contract renewals and identify expansion opportunities that contribute directly to Net Dollar Retention (NDR) and revenue growth.
- • Collaborate with Sales, Product, Marketing, and Research Partner teams to deliver a seamless, high-impact customer experience that reinforces Maze’s value proposition across all touchpoints.
- • Monitor and maintain customer health metrics, ensuring high satisfaction levels and fostering advocacy through referenceable accounts, testimonials, and case studies.
- • Promote consistent and increased usage of Maze’s platform by guiding customers through advanced features, AI-powered insights, and autonomous research workflows to maximize value realization.
- • Leverage data analytics to assess customer engagement patterns, anticipate churn risks, and uncover growth opportunities tied to adoption trends and feature utilization.
- • Maintain a deep understanding of user research methodologies, UX principles, and product development cycles to provide credible, context-rich guidance to enterprise customers.
- • Contribute to the development of customer success stories that highlight Maze’s impact across industries including B2B SaaS, e-Commerce, Financial Services, Retail, and Automotive.
- • Operate within a fast-paced, remote-first environment, adapting quickly to evolving product capabilities and market demands while maintaining a customer-centric focus.
- • Utilize customer success platforms such as Gainsight, ChurnZero, Salesforce, or Catalyst to track engagement, manage workflows, and report on customer health and expansion metrics.
🎯 Requirements
- • Minimum 5 years in a customer-facing role (e.g., customer success, strategic account management, or consulting) in a SaaS B2B environment with a proven track record of driving adoption, retention, and advocacy for strategic accounts.
- • Confidence and expertise in engaging with senior leadership, including C-level executives, to deliver impactful presentations, business reviews, and strategic guidance.
- • Strong analytical mindset with ability to interpret customer data and translate findings into actionable insights that drive adoption, mitigate risk, and highlight growth opportunities.
- • Hands-on experience with customer success platforms such as Gainsight, ChurnZero, Salesforce, Catalyst, or similar tools.
- • Adaptability to thrive in a fast-paced, evolving startup environment with a product undergoing rapid innovation and market expansion.
- • Experience in user research methodologies, UX principles, or leveraging insights to drive product strategy (preferred; certification in Google’s Conduct UX Research and Test Early Concepts or equivalent is a bonus).
🏖️ Benefits
- • 100% paid health, vision, and dental insurance premiums for team members, including international coverage where applicable.
- • Unlimited virtual therapy sessions with licensed professionals and 24/7 access to mental health resources.
- • Life and Disability Insurance with 100% of team member premiums paid.
- • $500/month flexible stipend for dependent health insurance coverage, usable for any personal benefit (e.g., gym, co-working, food, travel) if no dependents.
- • $1,500 remote work setup fund to equip a productive home workspace.
- • 16 weeks of paid family leave for birth or adoptive parents.
- • Meaningful equity compensation.
- • Fully paid company retreats.
- • Flexible time off with no set limits.
- • New MacBook provided by the company.
- • Monthly Bonus.ly points redeemable for gift cards and rewards based on peer recognition.
- • Virtual social engagements and swag throughout the year.
- • Transparent, data-informed compensation with open conversations about salary expectations during interviews.
Skills & Technologies
REST
Remote
About Maze Labs, Inc
Maze Labs, Inc. provides a product-discovery and user-research platform for product teams to validate designs and prototypes through quantitative testing and user insights. The SaaS platform lets teams run unmoderated tests, recruit participants, capture task success metrics, and generate reports and analytics to inform design decisions and reduce reliance on qualitative feedback. Maze integrates with design tools and workflows to measure usability, prioritize features, and quantify product-market fit during development. The company serves UX designers, product managers, and researchers at startups and enterprises seeking faster, data-driven validation of product concepts.
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