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Salary: USD 132,000 - 162,750 / annual
Mixpanel is seeking a Digital Adoption & Lifecycle Manager to own customer communications that drive adoption, retention, and expansion across its customer base. This is a builder's role focused on designing and executing lifecycle programs triggered by real customer behavior—such as teams that have implemented but haven't built their first report, accounts with declining query volume, or power users approaching plan limits.
You will design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes. You'll write clear, useful customer-facing copy across email, in-product messaging, and other digital channels. You'll build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy, including audience logic, templates, and QA. Your work will serve the full customer base while working hardest for digital-only customers, deciding where messaging should differ for accounts with dedicated teams.
This role is deeply collaborative. You'll partner with Marketing on the shared email calendar to prevent audience overlap and competing sends. You'll support product-led adoption initiatives by translating launches into lifecycle moments that drive customer action. You'll work with customer-facing teams to learn what resonates and translate it into scaled programs. You'll define success metrics for every program, instrument them in Mixpanel, and run regular reporting on engagement, adoption lift, and downstream retention and expansion impact.
You'll also help define what agentic customer success looks like at Mixpanel. The scaled programs built today use rules and triggers; future ones will involve AI agents that interpret customer situations, decide what customers need, and act. You're expected to be actively experimenting with agentic approaches, developing a point of view on what should be automated, what should stay human, and how to measure the difference.
Key responsibilities include: building the lifecycle communication program end-to-end across onboarding, adoption, retention, and expansion; designing behavior-based segmentation and triggers; writing customer-facing copy; building campaigns in automation platforms; coordinating with Marketing on email calendars; supporting product launches; keeping messaging current as the product evolves; defining and measuring success metrics; running experiments on subject lines, timing, sequencing, and channel mix; piloting agentic approaches to scaled customer success; and identifying gaps in data, tooling, and process.
This is a new team standing up a new function. The playbook isn't written yet; you'll be writing it together. If you like clean handoffs and finished systems, this isn't the role. If you want to build from zero and own the number it moves, this is for you.
REQUIREMENTS:
- Experienced in customer lifecycle communications in B2B SaaS, focused on post-sale adoption, retention, and expansion (not demand generation or pre-sales)
- Excellent writer: concise, specific, and useful to technical audiences
- Hands-on with lifecycle and marketing automation platforms (Customer.io, HubSpot, Braze, Iterable, or similar); you build campaigns yourself, not hand off briefs
- 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; knows when a segment is too small to matter
- Data-driven in practice: forms hypotheses, measures results, and 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 and comfortable earning their trust
- Able to drive projects forward independently across teams with 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, seen what fails, and have a point of view on what's ready
- Using AI purposefully in day-to-day work: drafting and iterating copy, analyzing campaign 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 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 ones that didn't work
