Digital Adoption & Lifecycle Manager (Customer Success)

As our Digital Adoption & Lifecycle Manager, you'll own the communications that drive adoption, retention, and expansion across Mixpanel's customer base, with our digital-only customers as the sharpest test of whether the programs work. You'll design lifecycle programs triggered by real behavior and then write the emails and in-product messages that move customers forward. This is a builder's role, not a maintainer's role. You'll define the segmentation, write the copy, set up the triggers, instrument the measurement, and then argue with the data about what to change.

Responsibilities

Build the lifecycle communication program end-to-end across onboarding, adoption, retention, and expansion, from strategy through copy, build, launch, and iteration; Create programs that serve the full customer base while working hardest for digital-only customers, and decide where messaging should differ for accounts with a dedicated team; Design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes; define the triggers that decide who hears from us and when; Write clear, useful customer-facing copy across email, in-product messaging, and other digital channels; Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy, including the audience logic, templates, and QA; Partner with Marketing on the shared email calendar, coordinating timing, frequency, and audience overlap; Support product-led adoption initiatives by translating launches and feature pushes into lifecycle moments, and report back on results; Keep the library of lifecycle messaging current as the product changes, retiring what's stale and rewriting what no longer matches reality; Define success metrics for every program, instrument them in Mixpanel, and run a regular reporting cadence on engagement, adoption lift, and downstream retention and expansion impact; Run experiments on subject lines, timing, sequencing, channel mix, and audience definition, and kill what doesn't work; Work with customer-facing teams to learn what resonates, translate it into programs for customers without proactive account teams, and ensure digital touches complement human ones; Pilot agentic approaches to scaled customer success, where an AI agent can personalize a touchpoint, surface the right next action, or handle a customer interaction end-to-end; Identify gaps in data, tooling, and process, and propose what to fix first

Requirements

Experienced in customer lifecycle communications, ideally in a B2B SaaS environment, focused on post-sale adoption, retention, and expansion rather than demand generation or pre-sales; An excellent writer who can be concise, specific, and useful to a technical audience; Hands-on with lifecycle and marketing automation platforms (Customer.io, HubSpot, Braze, Iterable, or similar); you build the campaign yourself, you don't hand off a brief; Fluent in product analytics (Mixpanel or similar) and comfortable pulling your own data to define segments and measure results; Familiar with customer success platforms (Statisfy, Gainsight, Totango, or similar) and how health signals and customer data feed scaled programming; Strong at segmentation, able to reason about cohorts, behavioral triggers, and audience overlap, and knows when a segment is too small to matter; Data-driven in practice, not just in principle; forms a hypothesis, measures the result, and changes course based on what the data actually says; Comfortable being measured on business outcomes, not open rates alone; you've directly contributed to metrics like GRR, NRR, activation rate, and time to first value; Genuinely collaborative; you've coordinated a shared calendar with Marketing, taken input from customer-facing teams, and supported someone else's launch without needing it to be your project; Experienced working alongside customer-facing teams and comfortable earning their trust when your programs touch their customers; Able to drive projects forward independently across teams, with the judgment to prioritize, make tradeoffs, and keep things moving without a defined playbook; Comfortable with ambiguity and energized by building from the ground up; Actively experimenting with agentic customer success, including thinking about where AI agents can take real action in the customer lifecycle; Using AI purposefully in day-to-day work: drafting and iterating on copy, analyzing campaign performance, scaling research and segmentation work

Nice to have

Experience launching a scaled or digital customer success program at a company that didn't have one before; Experience serving a long-tail or self-serve customer base where digital is the only channel available, alongside segments that have dedicated account teams; Experience with in-product messaging tools and lifecycle orchestration beyond email; Hands-on experience deploying an AI agent into a real customer-facing workflow, at any scale, including the ones that didn't work

Benefits

Comprehensive Medical, Vision, and Dental Care; Mental Wellness Benefit; Generous Vacation Policy & Additional Company Holidays; Enhanced Parental Leave; Volunteer Time Off; Pre-Tax Benefits including 401(K); Wellness Benefit; Holiday Break; Eligibility for equity consideration