Digital Adoption & Lifecycle Manager

About Mixpanel

Mixpanel is the leading product intelligence and analytics platform, trusted by more than 29,000 companies to help understand how people use the products they build. By combining powerful analytics with AI that knows your business, Mixpanel helps teams see what’s working, diagnose what’s not, and decide what to build next.

About the Customer Digital Experience Team

Customer Digital Experience sits within Customer Engineering, the technical arm of Mixpanel’s Customer organization.

The team focuses on the digital-only segment: thousands of companies with no proactive account coverage. Some have technical resources available, but support is entirely reactive. The team’s role is to be proactive, building automated programs without human initiation.

Programs run across the full customer base and are not one-size-fits-all. They adapt by segment, tuning content, timing, and channels for each audience. For example, an onboarding flow for a digital-only customer differs from one reaching an account with a dedicated team, both tailored to complement existing efforts and continuously optimized.

The team is close to the data and technical reality of customer implementation and usage. They build against real data, not assumptions.

About the Role

As the Digital Adoption & Lifecycle Manager, you’ll own the communications driving adoption, retention, and expansion across Mixpanel’s customer base, with a sharp focus on digital-only customers. You’ll design lifecycle programs triggered by real behavior, such as:

• A team that just implemented but hasn’t built their first report
• An account whose query volume dropped for three straight weeks
• A power user hitting the edge of their current plan

You’ll write the emails and in-product messages that move customers forward.

This is a builder’s role, not a maintainer’s. You’ll define segmentation, write copy, set up triggers, instrument measurement, and argue with data to refine programs.

The role is deeply collaborative. You’ll work with the Customer Success Digital Programs Manager, Marketing, Product, and customer-facing teams to ensure cohesive, data-driven programs.

You’ll also help define agentic customer success at Mixpanel. The team is exploring AI agents that can interpret customer situations, decide on next actions, and handle interactions end-to-end. Early-stage experimentation is encouraged.

If you prefer clean handoffs and finished systems, this role isn’t for you. If you want to build from zero and own the impact, read on.

Responsibilities

• Build lifecycle communication programs end-to-end across onboarding, adoption, retention, and expansion, from strategy to iteration
• Create programs tailored to the full customer base, with a focus on digital-only customers, and adjust messaging for accounts with dedicated teams
• Design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes; define triggers for communication timing
• Write clear, useful customer-facing copy for email, in-product messaging, and other digital channels that reflects Mixpanel’s voice
• Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy, including audience logic, templates, and QA
• Coordinate with Marketing on the shared email calendar to avoid overlap and ensure a coherent customer experience
• Support product-led adoption initiatives by translating launches into lifecycle moments and measuring customer engagement
• Keep lifecycle messaging current as the product evolves, retiring outdated content and rewriting what no longer fits
• Define success metrics for programs, instrument them in Mixpanel, and report on engagement, adoption lift, and downstream impact
• Run experiments on subject lines, timing, sequencing, channel mix, and audience definition, and kill ineffective programs
• Collaborate with customer-facing teams to translate insights into programs that complement human support
• Pilot agentic approaches to customer success, exploring where AI agents can personalize touchpoints or handle interactions
• Identify gaps in data, tooling, and process, and propose improvements for the evolving program

We’re Looking For Someone Who Is:

• Experienced in B2B SaaS customer lifecycle communications, focusing on post-sale adoption, retention, and expansion
• An excellent writer who can craft concise, specific, and useful copy for technical audiences
• Hands-on with lifecycle and marketing automation platforms like Customer.io, HubSpot, Braze, Iterable—building campaigns independently
• Fluent in product analytics (e.g., Mixpanel) and comfortable pulling data to define segments and measure results
• Familiar with customer success platforms like Statisfy, Gainsight, Totango and how health signals inform scaled programs
• Strong in segmentation, able to reason about cohorts, behavioral triggers, and audience overlap
• Data-driven, forming hypotheses, measuring results, and adapting based on actual data
• Comfortable being measured on business outcomes like GRR, NRR, activation rate, and time to first value
• Genuinely collaborative, coordinating with Marketing, customer-facing teams, and supporting launches
• Experienced working alongside customer-facing teams and earning their trust for program touchpoints
• Able to drive projects independently, prioritize, and make tradeoffs without a defined playbook
• Comfortable with ambiguity and energized by building from the ground up
• Actively experimenting with agentic customer success, having tried AI-driven workflows and formed opinions on their potential
• Using AI purposefully in daily tasks like drafting copy, analyzing campaigns, and scaling segmentation

Nice to Have

• Experience launching scaled or digital customer success programs at companies without prior programs
• Experience serving long-tail or self-serve customer bases alongside dedicated account teams
• Experience with in-product messaging tools and lifecycle orchestration beyond email
• Hands-on experience deploying AI agents into real customer-facing workflows