Strategic Account Manager

About Mixpanel

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 Sales Team 

Our Sales team manages the full sales cycle, helping prospects and existing customers leverage Mixpanel to analyze, measure, and improve their products. The Mixpanel team who manages the lifecycle of our top Enterprise accounts consists of two roles:

• Account Executives who focus on strategic expansions and identify new business units or teams who could get value from Mixpanel. AEs run new business sales motions to identify inorganic expansion opportunities within an existing account. The profile of an AE is a hunter.
• Account Managers are responsible for nurturing, driving adoption, and utilization of our existing footprint in an account, and organically growing the current base. The profile of an AM is a farmer. 
• Together, these two roles along with our technical Customer Success Architects form a Strategic Accounts pod. All 3 roles work together to implement and onboard customers across a shared book of business, driving adoption and growing our most strategic accounts in both organic and inorganic ways. 

Responsibilities

• Single Point of Contact: Act as the primary point of contact for all aspects of the account, both internally and externally, serving as the quarterback for account management.
• Strategic Account Planning: Own the creation, iteration, and execution of strategic account plans for each account. Continuously drive alignment between customer success plans and overall business goals.
• Onboarding & Adoption: Guide new customers through the onboarding process, ensuring they understand Mixpanel's features and are set up for success. Provide ongoing training, support, and best practices to drive product adoption.
• Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and advocate. Facilitate executive alignment with involvement from Executive Sponsors to drive long-term success.
• Value Realization & Growth: Proactively identify opportunities for customers to extract more value from Mixpanel, helping them expand usage, achieve business objectives, and identify upsell and cross-sell opportunities.
• Expansion & Renewal Management: Identify, qualify, and manage expansion opportunities while overseeing end-to-end renewal negotiations. Ensure consistent revenue growth through opportunistic upsells and retention efforts.
• Churn Prevention: Identify at-risk customers early and address concerns proactively to prevent churn, ensuring customer satisfaction and long-term engagement.
• Business Monitoring & Insights: Constantly monitor customer businesses and their industries to understand potential opportunities or threats, aligning business reviews with customer initiatives. Use insights to provide strategic guidance and consult on Mixpanel’s place in the analytics market.
• Customer Advocacy: Gather customer feedback and share it with internal teams to influence product improvements and enhancements, ensuring customers' needs are met.
• Data Analysis & Forecasting: Utilize Mixpanel and other data sources to analyze customer behavior, forecast future trends, and identify areas for improvement. Collaborate cross-functionally with internal teams (Sales Engineering, Professional Services, Product, Marketing, Legal) to enhance account success.

About the Role

The Strategic Account Manager is responsible for supporting implementation, onboarding, adoption, utilization, and renewal activities in Mixpanel’s top accounts, with the goal of organic expansion. This includes being responsible for the overall health of a customer, ensuring they are getting value from Mixpanel and being a day-to-day point of contact for users, as well as being the primary relationship lead for senior stakeholders. They are ultimately responsible for making sure customers in their portfolio are constantly learning from their data and extracting value out of their investment with Mixpanel. The role blends commercial exp