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Mixpanel is seeking a Customer Value Architect for its EMEA region, based in London on a hybrid basis. This is a senior customer success role focused on driving adoption, value realization, and AI maturity across a named portfolio of high-value accounts.
You will own the value workstream with customers from onboarding through the full contract lifecycle, acting as a consultative advisor who connects Mixpanel's product capabilities to measurable business outcomes. Your primary accountability is ensuring customers achieve their ROI, not managing the commercial relationship—that distinction is core to the role.
Key responsibilities include:
**Value & Adoption**: Build and execute success plans that map customer business objectives to adoption milestones. Own relationships across business and technical stakeholders, including C-suite executives. Perform ongoing discovery of customer priorities, pain points, and toolsets, synthesizing insights into actionable plans. Partner with Account Executives on expansion and renewal teams on renewal execution, bringing the value case and adoption evidence.
**Product Enablement & Health**: Lead customer enablement sessions on dashboard design, funnel analysis, and retention modeling. Proactively monitor product usage and health signals; conduct regular business reviews to surface insights and identify risk early. Drive adoption across new use cases and re-engage low-adoption pockets. Identify underutilized features and translate them into expansion recommendations. Triage product requests and basic troubleshooting, escalating as needed.
**AI Strategy**: Assess customer AI maturity and advise on agent and context strategy—this is a first-class responsibility, not optional. Fluently use Mixpanel's AI surfaces (Mixpanel AI, Mixpanel Agent, Headless, MCP) to help customers build AI-native workflows. Use AI as a personal operating habit for executive prep, discovery, and stakeholder analysis.
**Cross-functional Advocacy**: Coordinate across GTM, Product, and Engineering to manage escalations and advocate for customer needs. Contribute to team playbooks and best practices that scale impact across the CS organization.
Required experience: Customer Success, management consulting, or related B2B SaaS account management. Proven track record managing relationships across functions and influencing C-suite decisions. Ability to translate technical concepts (data models, analytics, product metrics) into business terms. Demonstrated success driving platform adoption and connecting usage to business outcomes. Experience building and executing strategic value and adoption plans. Hands-on experience with agentic or AI-native tooling (MCP workflows, LLM copilots, beyond casual ChatGPT use).
Bonus: Background in product analytics, growth, or data-driven product development; technical advisory or solutions consulting experience.
