Senior Digital Programs Manager

Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips—no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they are poised to make better decisions.

Over 9,000 paid customers, including companies like Netflix, Pinterest, Sweetgreen, and Samsara, use Mixpanel to understand their customers and measure progress. Our commitment is to provide the most comprehensive and reliable analytics platform accessible and trusted by all.

About the Customer Success Team

Mixpanel’s Customer Success & Solutions Engineering teams are analytics consultants who embed themselves within our enterprise customer teams to drive our customer’s business outcomes. We work with prospects and customers throughout the customer journey to understand what drives value and serve as the technical counterpart to our Sales organization to deliver on that value. You will partner closely with Account Executives, Account Managers, Product, Engineering, and Support to successfully roll out self-serve analytics within our customer’s organizations, help the customer manage change, execute on technical projects and services that delight our customers and ultimately drive ROI on the customer’s Mixpanel investment.

About the Role

We are seeking an innovative and operationally-minded Digital Programs Manager to design, build, and maintain the programs, operations, and automation infrastructure that optimize the customer experience at scale and drive operational efficiency across all segments. This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement.

You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues. Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter.

The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently.

Responsibilities

• Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment.
• Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs. Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment.
• Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement.
• Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs).
• Design the escalation logic and scoring models that trigger human intervention from automated sequences.
• Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities.
• Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.
• Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives.
• Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach.
• Own, track, and analyze key program metrics and operational KPIs…