Full-Time Senior Customer Success Operations Manager

About MazeMaze 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.

About the RoleThe 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.

What You’ll Do

• 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

What You’ll Need

• 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

Inclusivity and PayAt Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged.

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