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About the Role
This is a relationship and strategy-focused role, not an engineering position. The ideal candidate will act as a relationship-first advisor, connecting customer investments in Mixpanel to tangible business outcomes. You will be responsible for driving adoption, value realization, and AI maturity within a portfolio of high-value accounts throughout their entire lifecycle, from onboarding to renewal. Your accountability lies in achieving customer outcomes through a strong value case and adoption plan, building executive relationships and strategic plans to make Mixpanel essential for their product development.
Responsibilities
- Connect Mixpanel to customer value by understanding business challenges, ROI measurement, and ensuring ROI achievement through internal and external collaboration.
- Build and maintain relationships with business and technical stakeholders, including executive sponsors, aligning Mixpanel's capabilities with customer goals.
- Develop and execute success plans that link customer objectives to adoption milestones and measurable outcomes.
- Conduct ongoing discovery of customer priorities, tools, and pain points to inform success plans and share insights internally.
- Collaborate with Account Executives (AEs) on expansion and growth, and with the renewal team on renewal execution, providing the value case and adoption evidence.
- Lead customer enablement sessions on topics like dashboard design, funnel analysis, and retention modeling to increase Mixpanel usage.
- Proactively monitor product usage and health signals, conducting regular business reviews to share insights, deepen adoption, and identify risks.
- Drive customer adoption by identifying new use cases and developing re-engagement strategies.
- Identify underutilized features and contracted capabilities, providing recommendations to enhance customer value.
- Triage customer product requests and issues, addressing use case questions, basic troubleshooting, and escalating as needed.
- Assess customer AI maturity and advise on agent and context strategy.
- Utilize Mixpanel's AI tools (Mixpanel AI, Mixpanel Agent, Headless, MCP) to assist customers with AI-native workflows.
- Leverage AI for personal productivity, including executive conversation preparation, discovery, and stakeholder sentiment analysis.
- Coordinate with GTM, Product, and Engineering teams to manage escalations, advocate for customer needs, and mobilize resources.
- Contribute to team playbooks and best practices to scale impact across the Customer Success organization.
Requirements
- Experience in Customer Success, management consulting, or a related field supporting complex B2B SaaS accounts.
- Proven ability to manage relationships at all levels across functions and influence C-suite decisions.
- Skill in translating technical concepts (data models, instrumentation, metrics) into business terms for non-technical stakeholders.
- Demonstrated success in driving platform adoption and linking product usage to customer business outcomes.
- Experience developing and executing strategic value and adoption plans, communicating wins in terms of ROI.
- Hands-on experience with agentic or AI-native tooling (e.g., MCP-based workflows, LLM copilots), beyond casual ChatGPT use.
Skills
- Customer Success
- Management Consulting
- B2B SaaS Account Management
- Relationship Management
- Executive Influence
- Technical Concept Translation
- Platform Adoption
- Value Realization
- Strategic Planning
- AI-Native Tooling
- Agentic Tooling
- Product Analytics
- Growth Strategy
- Data-Driven Product Development
- Technical Advisory
- Implementation
- Professional Services
- Analytics Instrumentation
- Event Tracking
- Data Tooling
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Mid-level
- Senior-level
Benefits
- Comprehensive Medical, Vision, and Dental Care
- Mental Wellness Benefit
- Generous Vacation Policy & Additional Company Holidays
- Enhanced Parental Leave
- Volunteer Time Off
- Pre-Tax Benefits including 401(K)
- Wellness Benefit
- Holiday Break
About the Company
- Mixpanel is the leading product intelligence and analytics platform, trusted by over 29,000 companies.
- The platform helps understand user product usage, identify what's working and what's not, and inform future product development.
- Mixpanel is a leader in analytics with over 9,000 customers and significant investment from prominent venture capital firms.
- The company's event-based data analytics platform provides a simple solution for understanding user behaviors and tracking success metrics.
- Mixpanel's teams work on scaling, reliability, design, and service to help innovative companies learn from their data.
Equal Opportunity
- Mixpanel is an equal opportunity employer supporting workforce diversity.
- Actively encourages applications from women, people with disabilities, veterans, underrepresented minorities, and LGBTQ+ individuals.
- Does not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.
- Considers qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance or similar laws.