Head of Customer Success & Solutions Engineering

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 8,000 customers, including companies like Netflix, Pinterest, Sweetgreen, Samsara, and Uber, 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 & Solutions Engineering 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 and execute on technical projects and services that delight our customers. 

About the Role

As Head of Customer Success & Solutions Engineering, you will own the technical customer journey where we define and deliver on our customer’s business outcomes. You will be responsible for leading, managing, and motivating a team of Customer Success Architects (CSAs) and Solutions Engineers (SEs) distributed across the world to deliver on, learn from, improve on, and automate parts of a world-class technical customer journey. Key customer touchpoints include pre-sales proof of concepts to demonstrate quick time to value, post-sales onboarding and implementation where you set customers up for long-term success with scalable implementation and data governance best practices, and driving data trust and product adoption for 100+ end user teams through a structured change management rollout approach. 

Responsibilities

• Lead the Customer Success & Solutions Engineering team by creating a compelling vision and strategy that is forward looking and rooted in what our enterprise customers need to successfully roll out and adopt Mixpanel at scale
• Run Customer Success & Solutions Engineering operations by prioritizing work-streams and projects in a roadmap which involves the team and key cross-functional partners in execution
• Coach, inspire, and performance manage leaders of the Customer Success and Solutions Engineering team to help them grow in their careers and deliver a top notch experience to the CSAs and SEs on the team
• Partner with our Sales team to Account Plan and jointly assess opportunity status and risk for prospects and customers alike, serving as the technical counterpart who can assess and deliver on customer health throughout the customer journey to drive win rate, renewals, and expansion
• Own the technical customer journey, using quantitative and qualitative data to model out the journey and find areas for opportunity where we can experiment and get better in addition to determining which customer segments will get what services as part of that journey
• Automate the technical customer journey for our product-led free and online accounts by working closely with Product, Engineering, and Support to develop scaled programs
• Collaborate with our Partnerships organization to define paid Professional Services offerings and extend our reach via Partners who can best deliver to customers with specific requirements like language
• Prioritize and roll out improvements to our Customer Success Platform to better help the CSAs and SEs understand risk and opportunities on accounts, developing playbooks to go and proactively address
• Ability to handle customer escalations and tricky situations by coaching the team or directly getting involved, using your intuition and skills to determine what the right next steps should be
• Be an owner in driving win rate, retention, and expansion up, doing whatever it takes to help customers get value out of Mixpanel and using these learnings to fuel improvements to team processes, strategy, and execution

We're Looking For Someone Who 

• Demonstrates strong growth and progressive management experience leading larger teams with increased scope
• Experienced in successfully running and growing a customer success / sales engineering / professional services organization at a B2B SaaS company
• Demonstrates ability to lead managers and global, distributed teams across different cultures, geographies, and customer needs 
• Owns th