Digital Adoption & Lifecycle Manager

About Mixpanel Mixpanel turns data clarity into innovation. Trusted by more than 29,000 companies, including Workday, Pinterest, LG, and Rakuten Viber. Mixpanel’s AI-first digital analytics help teams accelerate adoption, improve retention, and ship with confidence. Powering this is an industry-leading platform that combines product and web analytics, session replay, experimentation, feature flags, and metric trees. Mixpanel delivers insights that customers trust. Visit http://mixpanel.com to learn more.

Mixpanel

Digital analytics reimagined for an AI-first world. Let's build.

data analyticsmobile analyticsdata visualizationA/B testingproduct analyticsuser analyticsmachine learningAIproduct managementgrowth

M

mixpanel.com

201-500 employees

Software Development

San Francisco, CA

2009

Privately Held

76k LinkedIn followers

Raised $277M

• 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 something
• customers actually try. And you'll take cues from customer-facing teams about
• what's landing and what isn't. Very little of this job happens alone.
• You'll also help define what agentic customer success looks like at Mixpanel.
• The scaled programs we build today are rules and triggers; the ones we build
• next will involve AI agents that can interpret a customer's situation, decide
• what that customer needs, and act. We're early here and we don't have the
• answers. We want someone who is already experimenting, who already has opinions
• about where agents help and where they break trust, and who wants to shape how
• this gets built.
• If you like clean handoffs and finished systems, this isn't it. If you want to
• build the thing from zero and own the number it moves, read on.
• Build the lifecycle communication program end-to-end across onboarding,
• adoption, retention, and expansion, from strategy through copy, build,
• launch, and iteration
• Create programs that serve the full customer base while working hardest for
• digital-only customers, and decide where messaging should differ for accounts
• with a dedicated team
• Design behavior-based segmentation using product usage, health signals,
• lifecycle stage, and account attributes; define the triggers that decide who
• hears from us and when
• Write clear, useful customer-facing copy across email, in-product messaging,
• and other digital channels that reflects Mixpanel's voice and gives customers
• a reason to act
• Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy,
• including the audience logic, templates, and QA that keep them reliable
• Partner with Marketing on the shared email calendar, coordinating timing,
• frequency, and audience overlap so customers get a coherent experience
• instead of three messages in one week
• Support product-led adoption initiatives by translating launches and feature
• pushes into lifecycle moments that get customers to try the thing, and report
• back on whether they did
• Keep our library of lifecycle messaging current as the product changes,
• retiring what's stale and rewriting what no longer matches reality
• Define success metrics for every program, instrument them in Mixpanel, and
• run a regular reporting cadence on engagement, adoption lift, and downstream
• retention and expansion impact
• Run experiments on subject lines, timing, sequencing, channel mix, and
• audience definition, and kill what doesn't work
• Work with customer-facing teams to learn what resonates in conversations,
• translate it into programs that reach customers without proactive account
• teams, and make sure digital touches complement rather than collide with
• human ones
• Pilot agentic approaches to scaled customer success, where an AI agent can
• personalize a touchpoint, surface the right next action, or handle a customer
• interaction end-to-end, and develop a point of view on what should be
• automated, what should stay human, and how we'd know the difference
• Identify gaps in our data, tooling, and process, and propose what we should
• fix first. This program is new and the infrastructure is being built
• alongside it.

Required

• Experienced in customer lifecycle communications, ideally in a B2B SaaS
• environment, focused on post-sale adoption, retention, and expansion rather
• than demand generation or pre-sales
• An excellent writer who can be concise, specific, and useful to a technical
• audience
• Hands-on with lifecycle and marketing automation platforms (Customer.io,
• HubSpot, Braze, Iterable, or similar); you build the campaign yourself, you
• don't hand off a brief
• Fluent in product analytics (Mixpanel or similar) and comfortable pulling
• your own data to define segments and measure results
• Familiar with customer success platforms (Statisfy, Gainsight, Totango, or
• similar) and how health signals and customer data feed scaled programming
• Strong at segmentation, able to reason about cohorts, behavioral triggers,
• and audience overlap, and knows when a segment is too small to matter
• Data-driven in practice, not just in principle; forms a hypothesis, measures
• the result, and changes course based on what the data actually says
• Comfortable being measured on business outcomes, not open rates alone. You've
• directly contributed to metrics like GRR, NRR, activation rate, and time to
• first value.
• Genuinely collaborative. You've coordinated a shared calendar with Marketing,
• taken input from customer-facing teams, and supported someone else's launch
• without needing it to be your project.
• Experienced working alongside customer-facing teams and comfortable earning
• their trust when your programs touch their customers
• Able to drive projects forward independently across teams, with the judgment
• to prioritize, make tradeoffs, and keep things moving without a defined
• playbook
• Comfortable with ambiguity and energized by building from the ground up
• Actively experimenting with agentic customer success. Not just using AI to
• draft copy, but thinking about where AI agents can take real action in the
• customer lifecycle. You've tried things, you've seen what falls over, and you
• have a point of view on what's ready and what isn't. We'll ask you what
• you've built or what you’re ideating on.
• Using AI purposefully in your day-to-day: drafting and iterating on copy,
• analyzing campaign performance, scaling research and segmentation work

Preferred

• company that didn't have one before
• Experience serving a long-tail or self-serve customer base where digital is
• the only channel available, alongside segments that have dedicated account
• teams
• Experience with in-product messaging tools and lifecycle orchestration beyond
• email
• Hands-on experience deploying an AI agent into a real customer-facing
• workflow, at any scale, including the ones that didn't work

• The amount listed below is the total target cash compensation (TTCC) and
• includes base compensation and variable compensation in the form of either a
• company bonus or commissions. Variable compensation type is determined by your
• role and level. In addition to the cash compensation provided, this position is
• also eligible for equity consideration and other benefits including medical,
• vision, and dental insurance coverage. You can view our benefits offerings here
• Our salary ranges are determined by role and level and are benchmarked to the SF
• Bay Area Technology data cut released by Radford, a global compensation
• database. The range displayed represents the minimum and maximum TTCC for new
• hire salaries for the position across all of our US locations. To stay on top of
• market conditions, we refresh our salary ranges twice a year so these ranges may
• change in the future. Within the range, individual pay is determined by
• experience, job-related skills, qualifications, and other factors. If you have
• questions about the specific range, your recruiter can share this information.
• Generous Vacation Policy & Additional Company Holidays
• Enhanced Parental Leave
• Volunteer Time Off
• Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit,