Customer Success Manager, Digital Programs
Mixpanel
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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About the role
- Support the execution of Mixpanel’s digital Customer Experience (CX) strategy for scaled customers, helping deliver consistent, valuable experiences across the customer lifecycle.
- Build, launch, and manage digital programs for core customer journeys such as onboarding, product adoption, lifecycle engagement, and renewal readiness.
- Execute digital campaigns across channels (email, in-app, Slack, webinars, etc.) to drive product adoption and ongoing engagement.
- Monitor program performance and customer engagement metrics; run tests and iterate to improve outcomes like adoption, retention, and CSAT.
- Help automate and improve operational workflows that enable Customer Success Architects to work more efficiently, including identifying risk signals and engagement triggers.
- Create and maintain clear documentation, playbooks, and SOPs for repeatable digital customer programs.
- Partner closely with Customer Success, Product, Sales, Marketing, and Operations teams to gather requirements and ensure smooth execution of programs.
- Collaborate with data and ops partners to support customer segmentation, data quality, and targeting for digital outreach.
- Track and report on key program metrics and operational KPIs, sharing insights and learnings with stakeholders.
- Stay curious about digital CX best practices, tools, and trends, and contribute ideas for continuous improvement.
Requirements
- 3–5 years of experience in Program Management, Customer Success Operations, Digital Success, Lifecycle Marketing, or a related role (B2B SaaS experience preferred).
- Hands-on experience building and running digital programs that influence customer adoption, engagement, or retention.
- Strong execution and organizational skills, with experience managing multiple programs or initiatives at once.
- Experience working with CRM systems, customer success platforms, and/or marketing automation tools.
- Comfort working with data to evaluate program performance and make informed improvements.
- Strong written and verbal communication skills.
- A collaborative mindset and the ability to work cross-functionally.
- A growth mindset and eagerness to learn new tools, systems, and customer use cases.
Benefits
- Comprehensive Medical, Vision, and Dental Care
- Mental Wellness Benefit
- Generous Vacation Policy & Additional Company Holidays
- Enhanced Parental Leave
- Volunteer Time Off
- Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
program managementcustomer success operationsdigital successlifecycle marketingdigital campaignscustomer engagement metricsoperational workflowscustomer segmentationdata qualityKPI tracking
Soft Skills
execution skillsorganizational skillswritten communicationverbal communicationcollaborative mindsetgrowth mindsetcuriositycross-functional teamwork