Scaled Customer Success Team Lead

About Mixpanel

Mixpanel is an event analytics platform for builders who need answers from their data at their fingertipsno SQL required. When everyone in the organization can see and learn from the impact of their work on product marketing and company revenue metrics they are poised to make better decisions.

Over 9000 paid customers including companies like Netflix Pinterest Sweetgreen and Samsara use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.

About the Customer Success Team

Mixpanels Customer Success & Solutions Engineering teams are analytics consultants who embed themselves within our enterprise customer teams to drive our customers business outcomes. We work with prospects and customers throughout the customer journey to understand what drives value and serve as the technical counterpart to our Sales organization to deliver on that value. You will partner closely with Account Executives Account Managers Product Engineering and Support to successfully roll out self-serve analytics within our customers organizations help the customer manage change execute on technical projects and services that delight our customers and ultimately drive ROI on the customers Mixpanel investment.

About the Role

As a Team Lead you will guide and mentor a team of Scaled Customer Success Architects while also directly partnering with a portfolio of customers to help them achieve their desired outcomes. You will work to understand how analytics can drive business value for your customers and consult them on maximizing the value of Mixpanel. This includes guiding them through onboarding identifying areas of improvement in their analytics usage and ultimately empowering them to unlock the full value of their Mixpanel investment. You will serve as a subject matter expert and an escalation point ensuring your team has the support and resources needed to succeed.

Responsibilities

• Guide and mentor a team of Customer Success Architects providing feedback coaching goal setting and support to help them grow and achieve their goals. Conduct regular one-on-ones provide actionable feedback in performance conversations and participate in the hiring process as needed.
• Serve as a point of escalation for your team helping them troubleshoot basic data issues maintain data quality and ensure customers are getting the most out of their Mixpanel investment.
• Take responsibility for your teams success metrics providing visibility to leadership on individual performance and development. You will identify and proactively address any gaps in processes or internal tools that may inhibit your teams ability to provide excellent support.
• Manage your own portfolio of customer projects assisting customers with understanding and implementing Mixpanel effectively. This includes offering technical advice on data architecture instrumentation and achieving desired business outcomes.
• Partner with your team and customers to identify areas of improvement in their analytics usage helping them develop a clear roadmap for success.
• Ensure your teams projects adhere to timelines and scope while also owning the account health for your own assigned projects.
• Serve as a key point of contact for relaying customer feedback and technical needs to internal Mixpanel teams contributing to product improvements and addressing customer challenges.

Were Looking For Someone Who Has

• 5 years of customer-facing experience at a software company with a proven track record in customer success professional services consulting or technical project management. This includes effectiveness in providing mentorship and enablement.
• 3 years of experience with Mixpanel or a similar analytics tool including familiarity with analytics implementation methods like SDKs Customer Data Platforms (CDPs) and Event Streaming. You possess the technical expertise to build trust with customers and a methodical approach to problem-solving.
• The ability to communicate with stakeholders at various parts of an organization from talking with developers about the ins and outs of an API to talking to product managers about analytics strategy and business use cases
• Excellent written analytical and communication skills
• Strong process and project delivery discipline
• Eager to learn new technologies and adapt to evolving customer needs
• A passion for fostering talent and building learning paths

Bonus Points For

• Familiarity with databases and cloud data warehouses like Google Cloud Amazon Redshift Microsoft Azure Snowflake Databricks etc.
• Experience in data querying modeling and transforming in at least one core tool including SQL / dbt / Python / Business Intelligence tools / Product Analytics tools etc.
• Familiarity with analytics best practices across business segments and verticals

Benefits and Perks

• Comprehensive Medical Vision and Dental Care
• Mental Wellness Benefit
• Generous Vacation Policy & Additional Company Holidays
• Enhanced Parental Leave
• Volunteer Time Off
• Additional US Benefits: Pre-Tax Benefits including 401(K) Wellness Benefit Holiday Break

*please note that benefits and perks for contract positions will vary*

Culture Values

• Make Bold Bets: We choose courageous action over comfortable progress.
• Innovate with Insight: We tackle decisions with rigor and judgment - combining data experience and collective wisdom to drivepowerful outcomes.
• One Team: We collaborate across boundaries to achieve 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

Were a leader in analytics with over 9000 customers and $277M raised from prominent investors: like Andreessen-Horowitz Sequoia YC and most recently Bain Capital. Mixpanels 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 youll be helping the worlds 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 matterour people our customers our partnersout 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. Weve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.