Digital Adoption & Lifecycle Manager (Customer Success)

Mixpanel is hiring a Digital Adoption & Lifecycle Manager to own the communications that drive adoption, retention, and expansion across its customer base. The role sits in the Customer Digital Experience team, part of the technical arm of Customer Success, and focuses hardest on digital-only customers — thousands of companies with no proactive account coverage. This is a builder's role: you define the segmentation, write the copy, set up the triggers, and measure the results.

What you will do

• 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, and define the triggers that decide who hears from Mixpanel and when.
• Write customer-facing copy across email, in-product messaging, and other digital channels.
• Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy, including audience logic, templates, and QA.
• Partner with Marketing on the shared email calendar, coordinating timing, frequency, and audience overlap.
• Support product-led adoption initiatives by turning launches and feature pushes into lifecycle moments, and report back on whether customers tried them.
• Keep the lifecycle messaging library current as the product changes.
• 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 and make sure digital touches complement human ones.
• Pilot agentic approaches to scaled customer success, and develop a point of view on what should be automated and what should stay human.
• Identify gaps in data, tooling, and process, and propose what to fix first.

What they are looking for

• Experience in customer lifecycle communications, ideally in B2B SaaS, focused on post-sale adoption, retention, and expansion rather than demand generation or pre-sales.
• Excellent writing skills, with the ability to be concise, specific, and useful to a technical audience.
• Hands-on experience with lifecycle and marketing automation platforms such as Customer.io, HubSpot, Braze, or Iterable; you build the campaign yourself.
• Fluency in product analytics (Mixpanel or similar) and comfort pulling your own data to define segments and measure results.
• Familiarity with customer success platforms such as Statisfy, Gainsight, or Totango and how health signals feed scaled programming.
• Strength in segmentation, including cohorts, behavioral triggers, and audience overlap.
• A data-driven approach: form a hypothesis, measure the result, and change course based on what the data says.
• Comfort being measured on business outcomes such as GRR, NRR, activation rate, and time to first value.
• Collaborative experience coordinating a shared calendar with Marketing and supporting others' launches.
• Ability to drive projects independently across teams without a defined playbook.
• Active experimentation with agentic customer success, with a point of view on what is ready and what isn't.
• Purposeful day-to-day use of AI for drafting copy, analyzing campaign performance, and scaling research and segmentation work.

Nice to have

• 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 segment.

About Mixpanel

Mixpanel is a product intelligence and analytics platform used by more than 29,000 companies to understand how people use the products they build. The Customer Digital Experience team is small and new, standing up a new function; the playbook isn't written yet.

Location

Remote, US.