Senior Digital Programs Manager at Mixpanel — Remote North America

About Mixpanel

Mixpanel turns data clarity into innovation. Trusted by more than 29,000 companies, including Workday, Pinterest, LG, and Rakuten Viber, Mixpanel’s AI-first digital analytics help teams accelerate adoption, improve retention, and ship with confidence. Powering this is an industry-leading platform that combines product and web analytics, session replay, experimentation, feature flags, and metric trees. Mixpanel delivers insights that customers trust. Visit mixpanel.com to learn more.

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.

We're Looking For Someone Who Has

5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus).

Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks)

Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements.

Proficiency with CRM systems, Marketing Automation platforms, and CS software.

Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations.

Excellent written and communication skills

Strong process and project delivery discipline

We'd Be Extra Excited For Someone Who Has

Familiarity with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming. You possess the technical expertise to build trust with customers and a methodical approach to problem-solving.

Ability to build, script, or configure custom solutions to drive process automation or custom workflow creation.

Experience writing SQL queries to pull, validate, and analyze customer data directly from a database.

Experience architecting systems and data flows

Familiarity with analytics best practices across business segments and verticals

Compensation

The amount listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of either a company bonus or commissions. Variable compensation type is determined by your role and level. In addition to the cash compensation provided, this position is also eligible for equity consideration and other benefits including medical, vision, and dental insurance coverage. You can view our benefits offerings here.

Our salary ranges are determined by role and level and are benchmarked to the SF Bay Area Technology data cut released by Radford, a global compensation database. The range displayed represents the minimum and maximum TTCC for new hire salaries for the position across all of our US locations. To stay on top of market conditions, we refresh our salary ranges twice a year so these ranges may change in the future. Within the range, individual pay is determined by experience, job-related skills, qualifications, and other factors. If you have questions about the specific range, your recruiter can share this information.