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Mixpanel is seeking a Customer Value Architect for its EMEA region, based in London (hybrid). This is a relationship and strategy role—not technical—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 contract lifecycle, serving as a consultative advisor who connects Mixpanel's investment to real business outcomes. Key responsibilities include:
**Value & Adoption:** Build and own relationships across business and technical stakeholders, including C-suite executives. Develop and execute success plans that map customer business objectives to adoption milestones and measurable outcomes. Perform ongoing discovery of customer priorities, internal toolsets, and pain points, synthesizing insights into actionable strategies.
**Product Relationship & Enablement:** 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 surface risk early. Drive adoption by identifying new use cases and re-engagement strategies. Identify underutilized features and translate them into concrete expansion recommendations. Triage customer product requests and issues, escalating as appropriate.
**AI Strategy:** Assess customer AI maturity and advise on agent and context strategy. 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 conversation rehearsal, discovery prep, and stakeholder sentiment analysis.
**Cross-Functional Leadership:** 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.
You will operate in lockstep with Account Executives and renewal teams, with clear lanes: you own the value case and adoption evidence; they own the commercial outcome. You are accountable for the outcome, not the commercial relationship.
**Ideal Background:** Customer Success, management consulting, or related B2B SaaS account management experience. Track record of managing relationships across functions and influencing C-suite decisions. Ability to translate technical concepts (data models, analytics instrumentation, product metrics) into business terms. Demonstrated ability to drive platform adoption and connect product usage to business outcomes. Experience building and executing strategic value and adoption plans. Hands-on experience with agentic or AI-native tooling (MCP-based workflows, LLM copilots, or similar).
