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Mixpanel is the leading product intelligence and analytics platform trusted by over 29,000 companies. The Customer Digital Experience team, part of Customer Engineering, focuses on proactive, automated engagement with Mixpanel's digital-only customer segment—thousands of companies with no dedicated account coverage.
As Digital Adoption & Lifecycle Manager, you will own the end-to-end lifecycle communication program that drives adoption, retention, and expansion across Mixpanel's customer base. You'll design behavior-triggered programs targeting specific customer moments: teams that implemented but haven't built their first report, accounts with declining query volume, power users approaching plan limits. You'll write emails and in-product messages that move customers forward, define segmentation logic, set up triggers, instrument measurement, and iterate based on data.
This is a builder's role. You'll work independently to define segmentation, write copy, build campaigns in tools like Customer.io and HubSpot, and argue with the data about what to change. You'll also collaborate closely with the Customer Success Digital Programs Manager, coordinate with Marketing on the shared email calendar, support product-led adoption initiatives, and help pilot agentic approaches to scaled customer success—exploring where AI agents can personalize touchpoints, surface next actions, or handle interactions end-to-end.
Key responsibilities include: building lifecycle programs across onboarding, adoption, retention, and expansion; creating segmentation using product usage and health signals; writing clear, technical copy; managing campaigns in automation platforms; partnering with Marketing to avoid audience overlap; supporting product launches; maintaining messaging libraries; defining success metrics and running experiments; coordinating with customer-facing teams; piloting AI agent approaches; and identifying gaps in data, tooling, and process.
The team is small and new. The playbook isn't written yet—you'll help write it. This role requires comfort with ambiguity, independence across teams, and the ability to drive projects forward without a defined process.
REQUIREMENTS:
- Experienced in customer lifecycle communications in B2B SaaS, focused on post-sale adoption, retention, and expansion (not demand generation)
- Excellent writer: concise, specific, useful to technical audiences
- Hands-on with lifecycle and marketing automation platforms (Customer.io, HubSpot, Braze, Iterable, or similar); you build campaigns yourself
- Fluent in product analytics (Mixpanel or similar); 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 feed scaled programming
- Strong at segmentation: reasoning about cohorts, behavioral triggers, audience overlap; knowing when a segment is too small
- Data-driven in practice: forms hypotheses, measures results, changes course based on actual data
- Comfortable being measured on business outcomes (GRR, NRR, activation rate, time to first value), not just open rates
- Genuinely collaborative: coordinated shared calendars with Marketing, taken input from customer-facing teams, supported others' launches
- Experienced working alongside customer-facing teams; comfortable earning their trust
- Able to drive projects independently across teams with judgment to prioritize and make tradeoffs
- Comfortable with ambiguity and energized by building from zero
- 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 and have a point of view on what's ready
- Using AI purposefully in day-to-day work: drafting and iterating copy, analyzing performance, scaling research and segmentation
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, alongside segments with dedicated 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, including failed experiments
