Digital Adoption & Lifecycle Manager (Customer Success) at Mixpanel · LumiJobs

Responsibilities

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: a team that just implemented but hasn't built their first report, an account whose query volume dropped for three straight weeks, a power user hitting the edge of their current plan. Then you'll write the emails and in-product messages that move them 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.
It's also a deeply collaborative one. You'll work hand in hand with our Customer Success Digital Programs Manager, sharing a roadmap and dividing the work. You'll partner with Marketing on the overall email calendar so our lifecycle sends and their campaigns aren't competing for the same inbox. You'll support adoption initiatives coming out of Product, turning a launch into something customers actually try. And you'll take cues from customer-facing teams about what's landing and what isn't. Very little of this job happens alone.
You'll also help define what agentic customer success looks like at Mixpanel. The scaled programs we build today are rules and triggers; the ones we build next will involve AI agents that can interpret a customer's situation, decide what that customer needs, and act. We're early here and we don't have the answers. We want someone who is already experimenting, who already has opinions about where agents help and where they break trust, and who wants to shape how this gets built.
If you like clean handoffs and finished systems, this isn't it. If you want to build the thing from zero and own the number it moves, read on.
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 that reflects Mixpanel's voice and gives customers a reason to act
Build and ship campaigns in tools like Customer.io, HubSpot, and Statisfy, including the audience logic, templates, and QA that keep them reliable
Partner with Marketing on the shared email calendar, coordinating timing, frequency, and audience overlap so customers get a coherent experience instead of three messages in one week
Support product-led adoption initiatives by translating launches and feature pushes into lifecycle moments that get customers to try the thing, and report back on whether they did

Digital Adoption & Lifecycle Manager (Customer Success)

Responsibilities

Qualification

Preferred

Benefits

Company

Mixpanel

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