Digital Adoption & Lifecycle Manager (Customer Success)

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 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.

Responsibilities

• 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.

We're Looking For Someone Who Is:

• 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

Nice to Have

• Experience launching a scaled or digital customer success program at a 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

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