Customer Success Digital Programs Manager

Mixpanel • New York City, NY

1d

About The Position

We are looking for a detail-oriented and execution-focused Digital Programs Manager to help design, build, and run digital programs, workflows, and operational processes that support a high-quality customer experience at scale. This role is ideal for someone who enjoys turning strategy into action — building programs, launching campaigns, and continuously improving them based on data and feedback. You will play a key role in delivering a digital-first customer experience for our scaled (downmarket) customers by supporting onboarding, adoption, and engagement programs through a mix of automated and human touchpoints. You’ll also partner with Customer Success Architects and cross-functional teams to improve efficiency through better workflows, tooling, and documentation. This role sits at the intersection of customer experience, operations, and technology, with a strong emphasis on execution, iteration, and learning.

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.

Nice To Haves

• Exposure to Mixpanel or similar analytics tools, and familiarity with analytics concepts such as events, properties, and dashboards.
• Experience configuring workflows, automations, or customer journeys in CS or marketing tools.
• Basic experience with SQL or data analysis to pull and validate customer data.
• Familiarity with SaaS customer lifecycle best practices across different customer segments or industries.

Responsibilities

• 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.

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 please note that benefits and perks for contract positions will vary

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees