SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Mixpanel is a leading product intelligence and analytics platform trusted by 29,000+ companies. The Customer Value Architect (CVA) team sits within the Revenue organization and owns the connection between what customers buy and the value they realize from Mixpanel.
As a Senior Customer Value Architect, you will be accountable for adoption, value realization, and account health across a portfolio of Mixpanel's most complex existing customers—including those undergoing platform migrations, re-implementations, or major workflow changes. You will own the value case and adoption evidence that underpins both the Account Executive's expansion motion and the Renewal Manager's renewal process, without owning pricing or commercial negotiation.
Key responsibilities include:
• Own onboarding outcomes and time-to-value for complex accounts, taking handoff from the Account Executive, partnering with the Delivery Engineer on technical implementation, and driving customers to first realized value.
• Own the complete onboarding program for complex accounts, sequencing activities against the Delivery Engineer's technical plan and owning the customer-facing onboarding-complete date across all workstreams.
• Develop and own success plans for each account, mapping business objectives to specific use cases and establishing measurable baselines for later value proof.
• Build structured change-management plans for migration or re-implementation accounts, including stakeholder maps, resistance analysis, tailored communication narratives, post-migration workflows, training approaches, and success measurement plans.
• Lead customer enablement and training on dashboard design, funnel analysis, and retention modeling to deepen and broaden product usage.
• Build and maintain networks of champions and evangelists across accounts rather than relying on single points of contact.
• Monitor product usage and account health signals; run regular business reviews to surface adoption gaps and drive targeted enablement.
• Quantify delivered value against baseline and lead Quarterly Business Reviews and value reviews, partnering with Renewal Manager and Account Executive while staying out of pricing conversations.
• Own day-to-day relationships with customers' technical stakeholders, demonstrating fluency in data models and product metrics without implementing the technical build.
• Assess each customer's AI maturity and guide adoption of Mixpanel's AI surfaces; escalate advanced requests to Delivery Engineer.
• Detect churn and health risks early, root-cause them, and own value-linked saves by pulling in appropriate cross-functional partners.
• Route technical requests to Delivery Engineer and product feasibility questions to Customer Engineer via Account Executive.
• Identify use-case gaps and source expansion signals to Account Executive with supporting evidence.
• Serve as senior escalation point for high-stakes value-quantification disputes or churn situations.
• Mentor CVA IIIs and contribute materially to team playbooks and best practices.
• Represent the CVA function in cross-functional account-strategy conversations on strategic or structurally complex accounts.
Requirements:
• 6–8+ years of experience in Customer Success, consulting, or related client-facing capacity supporting B2B SaaS accounts, with direct experience managing complex, multi-stakeholder engagements (platform migrations, re-implementations, or comparable structured change programs) or equivalent experience from technical program management, professional services, or product backgrounds with substantial direct external customer-facing work.
• Demonstrated ownership of structured program or project plans spanning multiple workstreams and internal partners, not just single-thread account relationships.
• Genuine comfort working directly with data: ability to read dashboards, reason about event taxonomies, and hold credible conversations with customers' technical teams without implementing.
• Track record of executive-level relationship-building and handling ambiguous, high-stakes situations (escalations, skeptical executives, churn risks) without close supervision.
• Experience building and running structured adoption or value plans that tie daily work to defined, measurable outcomes.
• Hands-on experience with AI or agentic tooling beyond casual use (MCP-based workflows, LLM copilots, or similar).
• Comfort mentoring others and actively contributing to growing playbooks or practices, not just executing own book of accounts.
• Good judgment prioritizing across account portfolios by risk, tier, and opportunity.
Bonus:
• Background in product management, technical program management, or growth roles with real, direct external customer-facing experience.
• Experience running platform migrations or large-scale change-management programs with enterprise customers.
• Familiarity with analytics instrumentation, event tracking, or data tooling.
