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Maze · 2 hours ago

Enterprise Customer Success Manager (Spanish Speaking)

United States

Full-time

Remote

Senior Level

5+ years exp

Maze is a user research platform that enables companies to build the right products faster by providing user insights. The Enterprise Customer Success Manager will partner with impactful customers, helping them adopt Maze effectively while enhancing their research maturity through consultative guidance and strategic advisory support.

AnalyticsComputerProduct DesignProduct ResearchSaaSSoftwareUsability Testing

Growth Opportunities

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—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

Qualification

Customer Success ManagementB2B SaaS ExperienceResearch MethodologiesSpanish FluencyAnalytical SkillsExecutive PresenceProduct ExpertiseTeaching SkillsOperational StrengthStartup AdaptabilityFluency in PortugueseRelationship Building

Required

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

Preferred

Fluency in Portuguese a big plus (Brazil + broader LATAM support)

Background or coursework in UX research, product design, behavioral science, or adjacent fields

Prior experience supporting research, design, or product teams

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 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