Senior Customer Success Operations Manager

Maze is a Series B-funded startup building the future of product research for modern teams. We're backed by some of the world's best funds and are a fully remote team working across 35+ countries.

Maze is the user research platform that empowers any company to build the right products faster, by making user insights available at the speed of product development.

We believe that companies that win are incorporating user insights at every stage of product development, where the organization is empowered to conduct research no matter what their maturity, and that Research can focus on high-value questions with the greatest impact.

Built for ease of use, Maze allows researchers, designers, and product managers to collect and share user insights when needed most, putting them at the center of every decision.

With Maze, companies can recruit the right participants effortlessly, conduct research autonomously, and analyze user insights that drive actual decisions.

Please note that this role is open exclusively to candidates based within the United States, Canada, United Kingdom, and Portugal. Due to the nature of our work and collaboration requirements, applications from other locations will not be considered. We appreciate your understanding and interest!

The Customer Success Operations Manager will play a key role in helping Maze scale, as our customer base grows and we invest further in our Commercial (SMB) customer segment. To support this growth, we’re looking for someone with strong data skills and a deep understanding of Customer Success practices who enjoys building and iterating on programs.

This role will impact two aspects of the Customer Success function at Maze:

1. Building an end-to-end digital customer journey for the Commercial account segment. This will include partnering with the Manager of CS Programs to design the journey, and being responsible for executing and monitoring the impact of the programs over time. This will enable Maze to allocate human effort to high impact customer touchpoints and to grow the Commercial segment over time, while driving a high rate of platform adoption and customer retention.

2. Supporting Customer Success Managers. The role will identify ways to improve efficiency and consistency across the CSM team by adapting the digital programs to complement CSM’s high touch engagements with customers, as well as building and maintaining customer-facing assets leveraged by CSMs. This role will also work closely with the business operations team to ensure the CS function has access to reporting to understand account health and trends, and communicate platform usage and make recommendations to customers.

• Work closely with the Manager, Customer Success Scale Programs to co-design the Customer Success journey and build automated customer touchpoints, including emails and webinars

• Own CS tooling administration, which includes creating dashboards, alerts and playbooks to create account health visibility and scale CSM efforts

• Create and maintain customer-facing documents related to onboarding, CBRs, renewals, and success planning to increase CSM efficiency and consistency

• Collaborate with the business operations team to track indicators of risk, renewal and upsell and analyze data to provide recommendations

• Maintain data hygiene in CS tooling and ensure data alignment across go-to-market toolset

• You are a problem solver who takes initiative and thrives on building and executing on well-designed processes

• You have 3+ years of experience as a CS Ops Manager or Programs Manager and have previously designed and executed on an end-to-end CS Ops program

• You have data fluency and are familiar with tools like Omni, Looker, Salesforce, and Excel or similar 

• You’ve acted as the Admin of a Customer Success tool like ChurnZero, Gainsight, or similar

• You’re familiar with CS strategies that will inform how you develop playbooks and other relevant assets for various customer segments

• You can collaborate well cross-functionally to support the CS team and complement business operations

• You have previous experience with the UX Research persona

• You’re familiar with SQL

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture. 

Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package.

We typically target the low - mid point of the salary range to allow room for growth within the role. Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.

• Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.

• Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But there's finally a groundswell building around a path forward that eliminates this compromise - and Maze is leading the charge.

• Product-market Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid

  • For some locations, coverage options vary, please see our benefits pages for more information

• 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

  • If you don't have dependents to add to your plan, you will still get access to this money to be used at your discretion to get the benefits that matter to you with our flexible a-maze-ing benefits - gym memberships, co-working spaces, food, travel, whatever!

• $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

Check out all of our a-maze-ing benefits here. 

We understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.