• Venue-level relationships at stadiums, arenas, and event centers post go-live • A structured 60–90 day hypercare window for every new site after deployment • Proactive monitoring of account health, kiosk uptime, transaction volume, and renewal windows across your book • Event-day readiness — you know what’s happening at your venues before, during, and after high-traffic events • Renewal forecasting and churn risk identification in partnership with Finance and Sales • Escalation ownership for critical issues, especially during live events, end-to-end • Account documentation kept current enough that anyone inside Mashgin can get up to speed without asking you • Data and narrative support for Sales-led QBRs — you build the story, Sales delivers it

• 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 a mid market book across NAMER. • 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.

• 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 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 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. • Advise senior stakeholders on integrating continuous research into their product development processes. • Lead structured Executive Business Reviews (EBRs) that showcase value, measurable impact, usage trends, insights, and aligned next steps. • Act as the Voice of the Customer, surfacing adoption blockers, research trends, product feedback, and insights to Product, Research Partners, and GTM leadership.

• Respond to customer inquiries via chat or email • Provide accurate information on services and policies • Resolve routine issues such as subscription status updates, refund requests and billing inquiries • Escalate complex cases to higher-level support when necessary • Follow clear guidance given by the leadership team when appeasing customers • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met