Customer Education Manager

About Maze

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.

WHY MAZE NEEDS YOU

Maze is the user research platform that makes products work for people. We empower any company to build the right products faster by making user insights available at the speed of product development. Built for ease of use, Maze allows designers, product managers, and researchers to collect and share user insights when needed most, putting  them at the center of every decision.

We’re looking for a dynamic and experienced person to lead our Customer Education programs, which is pivotal to our growth and retention strategy. This role sits in our marketing organization, and will partner closely across our go-to-market teams, particularly our Customer Success organization.

The ideal candidate will be passionate about creating and delivering educational content that enhances customer understanding and usage of our software solutions, and familiar with the space of user research and our target personas in research, design, and product management. This role will involve developing comprehensive training programs, managing customer education initiatives, and ensuring our customers have the knowledge they need to succeed.  You’ll focus on increasing product adoption helping teams scale user insights across their organizations, regardless of their experience level.

WHAT YOU’LL DO

• Build a deep understanding of the Maze product and market challenge, and how we add value to our customers

• Create, implement, and manage customer education programs, including webinars, workshops, online courses, and on demand resources

• Own and evolve Maze University to be a best-in-class resource for customers to get started and grow with Maze. Develop engaging and informative educational materials such as tutorials, videos, documentation, and e-learning modules

• Partner across the marketing team to build 1:many educational and thought leadership content used for demand generation for new customer acquisition

• Conduct research directly with customers to understand their goals, aspirations, relationships, formal (and informal), environment, and current knowledge/skills to help inform program design

• Develop a program of scalable customer education resources including checklists, templates, getting started resources, and online courses to help customers of varied research maturity levels build a successful research practice with Maze

• Partner with Customer Success to ensure Maze University includes the right implementation and success playbooks

• Partner with Product Marketing to build training and enablement on new product launches

• Work iteratively to prototype, test, and refine programming materials (including acting as a facilitator as necessary)

• Measure the effectiveness of programs through customer product adoption, retention, and expansion KPIs

WHO YOU ARE

• 4+ years of B2B enterprise customer education, training, instructional design, or related experience

• Experience in user (UX) research is a major plus

• Creative, detail-oriented individual with strong project management skills, cross-functional collaboration, and a passion for delivering high-quality experiences

• Excellent written and verbal communication skills

• Strong instructional design and content creation abilities

• Proficiency with e-learning authoring tools and learning management systems (LMS)

• Experience building customer education in a variety of modalities, including facilitation, at-scale live programming both in-person and online, and on demand

• Experience partnering with an enterprise GTM team, with an understanding of the impact of content and events across the customer lifecycle

• Self-starter and self-managed individual with a positive and collaborative attitude

• Superb customer-facing communication skills and a customer-first mentality

• Comfortable working in a fully remote environment

• Ability to thrive in a fast-paced, dynamic environment

GOALS YOU WILL CONTRIBUTE TO OR OWN

• customer onboarding

• customer retention and expansion

• net new pipeline

Inclusivity and Pay

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.

Why Maze is unique

• 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

Benefits

• 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. 

Outreach Notice

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.