Digital Adoption & Lifecycle Manager (Customer Success)

The posting, as Mixpanel wrote it

About Mixpanel

Mixpanel is the leading product intelligence and analytics platform, trusted by more than 29,000 companies to help understand how people use the products they build. By combining powerful analytics with AI that knows your business, Mixpanel helps teams see what’s working, diagnose what’s not, and decide what to build next. Learn more at mixpanel.com .

About the Customer Digital Experience Team

Customer Digital Experience sits within the technical arm of Mixpanel's Customer Success organization.

Our sharpest focus is the digital-only segment: thousands of companies with no proactive account coverage. Some have technical resources available to them, but that support is entirely reactive. It answers the ticket and solves the problem in front of it. Nobody is watching for the customer who implemented and then never built a report, or the account whose usage has been sliding for a month. Our job is to be proactive,, and everything we build should be as automated as possible, without a human initiating it.

Our programs run across the full customer base and are not one-size-fits-all. We build flows that branch and adapt by segment, tuning the content, timing, and channel for who's receiving them. An onboarding flow for a digital-only customer carries the whole experience; the version reaching an account with a dedicated team is tuned to complement what that team is already doing. Same underlying program, deliberately different execution, continuously optimized based on what each segment responds to.

We're close to the data and to the technical reality of how customers implement and use Mixpanel. We're not guessing at what customers are doing; we can see it, and we build against it. This is a small, new team standing up a new function. The playbook isn't written yet; we're writing it together.

About the Role

As our Digital Adoption & Lifecycle Manager, you'll own the communications that drive adoption, retention, and expansion across Mixpanel's customer base, with our digital-only customers as the sharpest test of whether the programs work. You'll design lifecycle programs triggered by real behavior: a team that just implemented but hasn't built their first report, an account whose query volume dropped for three straight weeks, a power user hitting the edge of their current plan. Then you'll write the emails and in-product messages that move them forward.

This is a builder's role, not a maintainer's role. You'll define the segmentation, write the copy, set up the triggers, instrument the measurement, and then argue with the data about what to change.

It's also a deeply collaborative one. You'll work hand in hand with our Customer Success Digital Programs Manager, sharing a roadmap and dividing the work. You'll partner with Marketing on the overall email calendar so our lifecycle sends and their campaigns aren't competing for the same inbox. You'll support adoption initiatives coming out of Product, turning a launch into some
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hieve far greater impact than any of us could accomplish alone.

• Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations.
• Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star.
• Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible.

Why choose Mixpanel?

We’re a leader in analytics with over 29,000 customers and $277M invested from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital. Mixpanel’s pioneering event-based data analytics platform offers a powerful yet simple solution for companies to understand user behaviors and easily track overarching company success metrics. Our accomplished teams continuously facilitate our expansion by tackling the ever-evolving challenges tied to scaling, reliability, design, and service. Choosing to work at Mixpanel means you’ll be helping the world’s most innovative companies learn from their data so they can make better decisions.

Mixpanel is an equal opportunity employer supporting workforce diversity. At Mixpanel, we are focused on things that really matter—our people, our customers, our partners—out of a recognition that those relationships are the most valuable assets we have. We actively encourage women, people with disabilities, veterans, underrepresented minorities, and LGBTQ+ people to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance or other similar laws that may be applicable, we will consider for employment qualified applicants with arrest and conviction records. We’ve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.