Digital Adoption & Lifecycle Manager

Mixpanel

7h•Remote

About The Position

Mixpanel is seeking a Digital Adoption & Lifecycle Manager to own the communications that drive adoption, retention, and expansion across their customer base. This role will focus on designing and implementing lifecycle programs triggered by real customer behavior, writing customer-facing copy for emails and in-product messages, and collaborating with various teams including Customer Success, Marketing, and Product. The position is a builder's role, requiring hands-on campaign creation, data analysis, and experimentation. The manager will also play a key role in defining agentic customer success at Mixpanel, exploring AI-driven customer interactions. This is an opportunity to build a new function from the ground up and directly impact business outcomes.

Requirements

Experienced in customer lifecycle communications, ideally in a B2B SaaS environment, focused on post-sale adoption, retention, and expansion rather than demand generation or pre-sales
An excellent writer who can be concise, specific, and useful to a technical audience
Hands-on with lifecycle and marketing automation platforms (Customer.io, HubSpot, Braze, Iterable, or similar); you build the campaign yourself, you don't hand off a brief
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, and knows when a segment is too small to matter
Data-driven in practice, not just in principle; forms a hypothesis, measures the result, and changes course based on what the data actually says
Comfortable being measured on business outcomes, not open rates alone. You've directly contributed to metrics like GRR, NRR, activation rate, and time to first value.
Genuinely collaborative. You've coordinated a shared calendar with Marketing, taken input from customer-facing teams, and supported someone else's launch without needing it to be your project.
Experienced working alongside customer-facing teams and comfortable earning their trust when your programs touch their customers
Able to drive projects forward independently across teams, with the 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, you've seen what falls over, and you have a point of view on what's ready and what isn't. We'll ask you what you've built or what you’re ideating on.
Using AI purposefully in your day-to-day: drafting and iterating on copy, analyzing campaign performance, scaling research and segmentation work

Nice To Haves

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 available, alongside segments that have 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 the ones that didn't work

Responsibilities

Build the lifecycle communication program end-to-end across onboarding, adoption, retention, and expansion, from strategy through copy, build, launch, and iteration
Create programs that serve the full customer base while working hardest for digital-only customers, and decide where messaging should differ for accounts with a dedicated team
Design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes; define the triggers that decide who hears from us and when
Write clear, useful customer-facing copy across email, in-product messaging, and other digital channels that reflects Mixpanel's voice and gives customers a reason to act
Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy, including the audience logic, templates, and QA that keep them reliable
Partner with Marketing on the shared email calendar, coordinating timing, frequency, and audience overlap so customers get a coherent experience instead of three messages in one week
Support product-led adoption initiatives by translating launches and feature pushes into lifecycle moments that get customers to try the thing, and report back on whether they did
Keep our library of lifecycle messaging current as the product changes, retiring what's stale and rewriting what no longer matches reality
Define success metrics for every program, instrument them in Mixpanel, and run a regular reporting cadence on engagement, adoption lift, and downstream retention and expansion impact
Run experiments on subject lines, timing, sequencing, channel mix, and audience definition, and kill what doesn't work
Work with customer-facing teams to learn what resonates in conversations, translate it into programs that reach customers without proactive account teams, and make sure digital touches complement rather than collide with human ones
Pilot agentic approaches to scaled customer success, where an AI agent can personalize a touchpoint, surface the right next action, or handle a customer interaction end-to-end, and develop a point of view on what should be automated, what should stay human, and how we'd know the difference
Identify gaps in our data, tooling, and process, and propose what we should fix first. This program is new and the infrastructure is being built alongside it.