Customer Success Digital Programs Manager

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

We are looking for a detail-oriented and execution-focused Digital Programs Manager to help design build and run digital programs workflows and operational processes that support a high-quality customer experience at scale. This role is ideal for someone who enjoys turning strategy into action building programs launching campaigns and continuously improving them based on data and feedback.

You will play a key role in delivering a digital-first customer experience for our scaled (downmarket) customers by supporting onboarding adoption and engagement programs through a mix of automated and human touchpoints. Youll also partner with Customer Success Architects and cross-functional teams to improve efficiency through better workflows tooling and documentation.

This role sits at the intersection of customer experience operations and technology with a strong emphasis on execution iteration and learning.

Responsibilities

• Support the execution of Mixpanels digital Customer Experience (CX) strategy for scaled customers helping deliver consistent valuable experiences across the customer lifecycle.
• Build launch and manage digital programs for core customer journeys such as onboarding product adoption lifecycle engagement and renewal readiness.
• Execute digital campaigns across channels (email in-app Slack webinars etc.) to drive product adoption and ongoing engagement.
• Monitor program performance and customer engagement metrics; run tests and iterate to improve outcomes like adoption retention and CSAT.
• Help automate and improve operational workflows that enable Customer Success Architects to work more efficiently including identifying risk signals and engagement triggers.
• Create and maintain clear documentation playbooks and SOPs for repeatable digital customer programs.
• Partner closely with Customer Success Product Sales Marketing and Operations teams to gather requirements and ensure smooth execution of programs.
• Collaborate with data and ops partners to support customer segmentation data quality and targeting for digital outreach.
• Track and report on key program metrics and operational KPIs sharing insights and learnings with stakeholders.
• Stay curious about digital CX best practices tools and trends and contribute ideas for continuous improvement.

Were Looking For Someone Who Has

• 35 years of experience in Program Management Customer Success Operations Digital Success Lifecycle Marketing or a related role (B2B SaaS experience preferred).
• Hands-on experience building and running digital programs that influence customer adoption engagement or retention.
• Strong execution and organizational skills with experience managing multiple programs or initiatives at once.
• Experience working with CRM systems customer success platforms and/or marketing automation tools.
• Comfort working with data to evaluate program performance and make informed improvements.
• Strong written and verbal communication skills.
• A collaborative mindset and the ability to work cross-functionally.
• A growth mindset and eagerness to learn new tools systems and customer use cases.

Wed Be Extra Excited If You Have

• Exposure to Mixpanel or similar analytics tools and familiarity with analytics concepts such as events properties and dashboards.
• Experience configuring workflows automations or customer journeys in CS or marketing tools.
• Basic experience with SQL or data analysis to pull and validate customer data.
• Familiarity with SaaS customer lifecycle best practices across different customer segments or industries.

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.