Customer Success Manager, Europe (Emerging Markets)

MazeUser Research Platform

UK, Ireland, Portugal, Spain, or NetherlandsFull-TimeManager

Salary not disclosed

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Job Details

Experience: 3+ years

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.
Comfortable learning, discussing, and guiding research workflows (research-savvy).
Skilled at translating complex concepts into clear, confidence-building guidance (teacher mindset).
Ability to become an expert in Maze and use that fluency to guide customers at scale (product fluent).
Able to interpret customer usage, identify patterns, and turn insights into action (analytical).
Confident leading strategic conversations with senior stakeholders (executive presence).
Thrives in ambiguity, adapts quickly, and builds structure in evolving processes (startup-ready).
Organized, proactive, and dependable in managing a dynamic book (operationally strong).
Background or coursework in UX research, product design, behavioral science, or adjacent fields (bonus).
Prior experience supporting research, design, or product teams (bonus).

Responsibilities

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.
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 for 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.
Advise senior stakeholders on integrating continuous research into their product development processes.
Guide customers through organizational change and research maturity acceleration.
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.

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