Customer Success Digital Programs 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 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 looking for a detail-oriented and execution-focused Digital Programs Manager to help design, build, and run digital programs, workflows, and operational processes that support a high-quality customer experience at scale. This role is ideal for someone who enjoys turning strategy into action — building programs, launching campaigns, and continuously improving them based on data and feedback.

You will play a key role in delivering a digital-first customer experience for our scaled (downmarket) customers by supporting onboarding, adoption, and engagement programs through a mix of automated and human touchpoints. You’ll also partner with Customer Success Architects and cross-functional teams to improve efficiency through better workflows, tooling, and documentation.

This role sits at the intersection of customer experience, operations, and technology, with a strong emphasis on execution, iteration, and learning.

Responsibilities

• Support the execution of Mixpanel’s digital Customer Experience (CX) strategy for scaled customers, helping deliver consistent, valuable experiences across the customer lifecycle.
• Build, launch, and manage digital programs for core customer journeys such as onboarding, product adoption, lifecycle engagement, and renewal readiness.
• Execute digital campaigns across channels (email, in-app, Slack, webinars, etc.) to drive product adoption and ongoing engagement.
• Monitor program performance and customer engagement metrics; run tests and iterate to improve outcomes like adoption, retention, and CSAT.
• Help automate and improve operational workflows that enable Customer Success Architects to work more efficiently, including identifying risk signals and engagement triggers.
• Create and maintain clear documentation, playbooks, and SOPs for repeatable digital customer programs.
• Partner closely with Customer Success, Product, Sales, Marketing, and Operations teams to gather requirements and ensure smooth execution of programs.
• Collaborate with data and ops partners to support customer segmentation, data quality, and targeting for digital outreach.
• Track and report on key program metrics and operational KPIs, sharing insights and learnings with stakeholders.
• Stay curious about digital CX best practices, tools, and trends, and contribute ideas for continuous improvement.

We’re Looking For Someone Who Has

• 3–5 years of experience in Program Management, Customer Success Operations, Digital Success, Lifecycle Marketing, or a related role (B2B SaaS experience preferred).
• Hands-on experience building and running digital programs that influence customer adoption, engagement, or retention.
• Strong execution and organizational skills, with experience managing multiple programs or initiatives at once.
• Experience working with CRM systems, customer success platforms, and/or marketing automation tools.
• Comfort working with data to evaluate program performance and make informed improvements.
• Strong written and verbal communication skills.
• A collaborative mindset and the ability to work cross-functionally.
• A growth mindset and eagerness to learn new tools, systems, and customer use cases.

We’d Be Extra Excited If You Have

• Exposure to Mixpanel or similar analytics tools, and familiarity with analytics concepts such as events, properti